Assistant Home Shopping Manager

Position Summary

The Assistant Drive Up & Go (D.U.G.) Manager supports the D.U.G. Manager in overseeing all aspects of online order fulfillment, curbside pickup, and home delivery operations. This position helps lead the D.U.G. team, ensures exceptional customer service, maintains productivity standards, and drives operational excellence to deliver an outstanding omnichannel shopping experience.

Key Responsibilities Department Leadership

• Assist in supervising the daily operations of the Drive Up & Go department.
• Lead the department in the absence of the D.U.G. Manager.
• Support hiring, onboarding, training, and development of D.U.G. associates.
• Foster a positive, customer-focused, and results-driven team culture.
• Help ensure staffing levels align with business demands and order volume.

Online Order Fulfillment

• Oversee the accurate selection, staging, and preparation of customer orders.
• Ensure orders are completed on time and meet company quality standards.
• Monitor order queues and prioritize workloads to maintain service level expectations.
• Verify product quality, freshness, and accuracy before customer pickup or delivery.
• Assist associates with substitutions and out-of-stock solutions that meet customer needs.

Customer Service

• Deliver exceptional customer service through timely and professional interactions.
• Resolve customer concerns, order issues, and service recovery situations.
• Ensure a seamless pickup and delivery experience.
• Build customer loyalty through efficient service and attention to detail.
• Maintain a strong focus on customer satisfaction metrics.

Operational Excellence

• Track department performance metrics, including pick rate, order accuracy, on-time fulfillment, and customer satisfaction scores.
• Identify opportunities to improve efficiency and productivity.
• Ensure proper use of handheld devices, software applications, and operational tools.
• Monitor workflow and adjust resources to meet fluctuating business needs.
• Assist in implementing company initiatives and process improvements.

Inventory & Store Collaboration

• Partner with department managers to maintain product availability and accuracy.
• Communicate inventory concerns, substitutions, and customer trends.
• Help minimize order shortages and improve item fulfillment rates.
• Support store-wide operational goals through effective collaboration.

Food Safety & Compliance

• Ensure all food safety, sanitation, and quality standards are followed.
• Properly handle fresh, refrigerated, frozen, and specialty products.
• Maintain clean and organized staging, storage, and work areas.
• Adhere to all company safety policies and procedures.

Team Development

• Train associates on customer service standards, shopping accuracy, fulfillment procedures, and safety requirements.
• Provide coaching and performance feedback.
• Recognize and develop team members for future growth opportunities.
• Promote accountability, teamwork, and operational consistency.

Qualifications

• High school diploma or equivalent preferred.
• Previous retail, grocery, e-commerce, or supervisory experience preferred.
• Strong leadership and customer service skills.
• Excellent communication and organizational abilities.
• Ability to work effectively in a fast-paced environment with changing priorities.
• Basic computer and mobile technology proficiency.
• Flexible availability, including evenings, weekends, and holidays.

Physical Requirements

• Ability to stand, walk, bend, reach, and lift throughout the shift.
• Frequently lift and carry up to 50 pounds.
• Push and pull loaded carts for extended periods.
• Work in various store departments, including refrigerated and freezer environments.
• Ability to perform repetitive motions associated with shopping and order fulfillment.

Success Factors

• Strong leadership and team-building abilities.
• Commitment to outstanding customer service.
• High attention to detail and order accuracy.
• Ability to balance productivity, quality, and customer satisfaction.
• Strong problem-solving and decision-making skills.
• Dependability, adaptability, and accountability.

The Assistant D.U.G. Manager plays a critical role in delivering a seamless online shopping experience by supporting department operations, leading associates, maintaining fulfillment excellence, and ensuring customers receive accurate, high-quality orders with exceptional service.

      ·    Access to up to 50% of your earned wages before payday, via our partnership with Stream