Duties and Responsibilities Operational Leadership

• Assists in managing day‑to‑day e‑commerce operations and shopper workflows.

• Ensures high‑quality produce, perishables, fresh items, and in‑code product are selected consistently.

• Helps oversee order picking, staging, loading, and final preparation for delivery or Drive‑Up‑and‑Go.

Monitors picking speed and accuracy to support standards such as:

• 90+ picks per hour

• 97%+ in‑stock shopping fulfillment

• Less than 3% substitutions or out‑of‑stocks

• 0% missing items goal

• Supports management of future item demand, re‑shop processes, and inventory availability coordination.

Team Management & Training

• Assists in interviewing, hiring, onboarding, and coaching e‑commerce associates.

• Helps train new and existing shoppers on proper product selection, customer communication, equipment use, and safety.

• Conducts periodic audits to ensure order accuracy, proper substitution decisions, and procedural compliance.

• Helps schedule shoppers to optimize labor and operational performance.

Customer Service

• Responds to customer inquiries, calls, and order adjustments.

• Contacts customers proactively regarding substitutions, missing items, or order issues.

• Processes customer refunds promptly and professionally.

• Ensures customer interactions meet company service standards for friendliness, accuracy, and problem resolution.

Inventory & Product Flow

• Partners with store departments (Produce, Grocery, Meat, Dairy, Frozen, Deli, etc.) to ensure product availability.

• Coordinates with receivers, vendors, and department managers to resolve out‑of‑stock issues.

• Monitors re‑shops and ensures product levels support upcoming orders.

Administrative Responsibilities

• Helps manage e‑commerce equipment, assets, totes, carts, scanners, and undelivered product.

• Uses company systems and applications for order management, communication, scheduling, and reporting.

• Assists with maintaining accurate logs, reports, performance metrics, and compliance documentation.

Compliance & Safety

• Ensures all employees follow food safety, sanitation, temperature controls, and operational standards.

• Helps maintain a clean, organized, and safe working environment for pickers and drivers.

• Follows procedures for equipment or system malfunctions.

Skills and Physical Requirements

• Strong customer service and communication skills.

• Ability to coach, motivate, and influence team performance.

• Strong attention to detail and ability to multitask in a fast‑paced environment.

• Proficiency with computers, email, and e‑commerce tools (Microsoft Office, handheld devices, store systems).

• Ability to stand, walk, bend, reach, and lift up to 50 lbs frequently.

• Ability to manage multiple tasks, prioritize, and problem‑solve quickly.

Work Environment

• Primarily in‑store; fast‑paced, high‑traffic environment.

• Frequent exposure to refrigerated and freezer areas.

• Must be able to work early mornings, evenings, weekends, and holidays as needed.