Duties and Responsibilities Customer Experience

• Maintain a friendly, proactive curbside experience; greet customers and ensure timely order handoff.

• Resolve service issues and substitution questions professionally; follow up on refunds/adjustments as needed.

• Coach the team on order accuracy, proper bagging, and handling of fragile/perishable items to prevent damage.

Operations & Productivity

• Coordinate the shift plan: assign batches, balance pick volume, manage cut‑off times, and stage orders for pickup/delivery.

• Monitor KPIs (on‑time rate, fill rate, substitutions, missing items, picks per hour) and take action to stay on target.

• Validate orders (“second shop” or spot checks) to improve accuracy and reduce re‑shops.

• Ensure totes are organized, labeled, and staged by temperature zone and pickup window.

• Maintain equipment readiness (handhelds, printers, carts, freezers/coolers) and report outages promptly.

Inventory & Substitutions

• Partner with Grocery and Fresh departments to improve on‑shelf availability for high‑demand items.

• Guide shoppers on smart substitutions that match brand, size, attributes, and price expectations.

• Track out‑of‑stocks and trends; communicate to the DUG Manager for ordering and planogram fixes.

People Leadership

• Lead by example on the floor; train new shoppers on app/device use, selection standards, and food safety.

• Set clear expectations for productivity and quality; provide coaching, feedback, and recognition.

• Help build schedules, assign breaks, and ensure coverage across peak periods and pickup windows.

Quality, Food Safety & Compliance

• Enforce cold‑chain management: maintain and log temps for coolers/freezers; minimize warm‑time at handoff.

• Ensure proper segregation of raw/ready‑to‑eat items and allergen controls; uphold sanitation and PPE standards.

• Verify accurate labeling, lot/date tracking where required, and compliant handling of age‑restricted items.

Safety & Loss Prevention

• Promote safe lifting, cart handling, and parking‑lot awareness for curbside operations.

• Reduce shrink by auditing substitutions, weight‑based items, and high‑value products; secure staging areas.

• Follow all incident reporting and emergency procedures.

Administration

• Complete required logs and shift reports (volumes, labor, KPIs, issues, refunds).

• Support training documentation and maintain SOPs and quick‑reference guides for the team.

• Assist with onboarding tasks and cross‑training plans.

Other Duties

• Step in for the DUG Manager when needed to ensure continuity of operations.

• Perform additional responsibilities as assigned by store leadership.

Skills and Qualifications

• Strong customer service mindset with clear, professional communication.

• Experience in e‑commerce fulfillment, grocery operations, or supervisory roles preferred.

• Proficient with handheld/order‑picking devices and basic productivity reporting.

• Organized, calm under pressure, and able to prioritize multiple deadlines.

• Solid judgment for substitutions, quality evaluation, and problem resolution.

• Basic math and weights/measures knowledge; attention to labeling and accuracy.

• Flexible availability, including early mornings, evenings, weekends, and holidays.

Physical Requirements

• Stand/walk for extended periods in a fast‑paced environment.

• Regularly lift and carry totes/bags up to 50 lbs; push/pull loaded carts.

• Work in cold environments (coolers/freezers) and outdoors at curbside as needed.

• Frequent bending, reaching, twisting, and repetitive hand motions.

Work Environment

• Mix of sales floor, backroom/staging, cold storage, and parking‑lot curbside areas.

• Fast‑moving, customer‑facing setting with frequent time‑sensitive deadlines.