What are the responsibilities and job description for the Assistant Drive Up & Go Supervisor position at Shaw’s and Star Market?
Manage all aspects of the order selection process, ensuring a “just like you picked it” experience for the customer
Ability to multi-task and problem solve on the fly while maintaining exceptional customer service
Demonstrate the company's core values of integrity, diversity, inclusion, and safety
Ensure customer satisfaction with the eCommerce experience, meeting net promoter score (NPS) and customer retention goals
Ensure all orders meet our 3Q’s standards: Quality (freshness), Quantity (no out of stocks (OOS)) and Quickness (on-time order readiness)
May be responsible for creating a weekly schedule to maximize availability at peak times and capture sales demand – keep slot OOS% low and meet labor targets
Review slot capacity in collaboration with Operations Manager to maximize sales
Review re-shops to ensure hard to locate items in the store are not missed and smart substitutions are provided
Manage all aspects of the eCommerce systems including Acupick, VTill, emails & the 3PL delivery dashboards throughout the day
Work with store management to identify cross-trained help throughout the store
Facilitate initial and ongoing training for all eCommerce Team Members as well as cross-trained shoppers
Review picker reporting daily and coach team members on opportunity areas
Review and manage “Metrics That Matter” on a daily/weekly basis with shoppers and store management
Review customer comments daily and follow up on customer complaints
Process refunds timely
Audit order accuracy and bagging techniques in accordance with food safety policies
Maintain temp logs in accordance with food safety policies
Ensure regulated item forms are completed accurately and secured
Report any systems/IT equipment issues to the help desk and keep store management informed of systems issues
Keep store management informed in the event of order spikes or call outs that cause the team to fall behind
Attend weekly Department Manager meetings in place of Department Manager as needed
Identify catalog issues and submit to Operations Manager for correction
Monitor and manage supply expenses for the department
Provide weekly performance updates to Operations Manager in place of Department Manager as needed Job Description Updated: 12/26/2023 SHAW’S/STAR MARKET IS AN EQUAL OPPORTUNITY EMPLOYER Page 2 of 2
Ensure eCommerce department meets standards for cleanliness, organization, and all marketing materials are fresh
Facilitate Team Member awareness and ensure Team Members are prepared to answer all eCommerce FAQ’s
Facilitate customer awareness of eCommerce services
Drive sales by visiting neighboring businesses to explain eCommerce services
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