Online Pickup Colleague

Purpose

The Curbside Fulfillment Colleague role is designed to provide exceptional service in the curbside pickup operation. This position ensures efficient and high-quality service while collaborating with front-end and merchandise teams to meet evolving customer needs and technological advancements.

Scope

This role involves the full spectrum of curbside pickup responsibilities, including order processing, staging, customer service, and general housekeeping. It covers interactions with multiple departments to ensure a seamless curbside experience.

Key Responsibilities

• Processing Customer Orders:
• Monitor order management systems continuously for incoming orders.
• Prioritize and process orders based on pickup times and special instructions.
• Ensure accurate item selection, checking for quality, freshness, and expiration.
• Package items carefully, separating cold, frozen, and room-temperature products.
• Mark items as picked or unavailable in the system in real-time.
• Staging Orders:
• Organize completed orders in designated staging areas.
• Label orders clearly with customer details and pickup times.
• Ensure cold and frozen items are stored in temperature-controlled units.
• Monitor and minimize order wait times, alerting management of any delays.
• Customer Interactions:
• Greet customers upon arrival and verify their identity.
• Retrieve and review the order with the customer, addressing any concerns.
• Process payments using mobile POS, ensuring discounts and promotions are applied.
• Provide accurate change for cash transactions and issue receipts.
• Thank customers and offer information on future orders or promotions.
• Curbside General Housekeeping:
• Keep curbside pickup areas clean and organized at all times.
• Sanitize high-touch surfaces, handheld devices, and other equipment daily.
• Ensure an adequate supply of cleaning materials, sanitizers, and packaging materials.
• Report any maintenance or safety issues promptly to management.
• Customer Service:
• Provide exceptional service, handling inquiries and complaints with patience.
• Communicate clearly about order changes, substitutions, and store policies.
• Offer solutions to customer issues, escalating when necessary.
• Stay informed about store promotions and product information to assist customers effectively.
• Stocking and Inventory Support:
• Monitor inventory levels of frequently ordered items and assist in restocking.
• Follow proper stock rotation procedures and ensure accurate shelf labeling.
• Assist with unloading deliveries and organizing storage areas.
• U-boat Retrieval:
• Regularly check the parking lot for stray carts and return them to designated areas.
• Ensure carts are clean and organized for customer use.
• Additional Duties:
• Support store-wide initiatives, including marketing, merchandising, and training new team members.
• Participate in inventory counts and process improvement initiatives.
• Assist with maintaining the overall appearance and organization of the store.
• Safety and Compliance:
• Follow all food safety and hygiene standards, including proper hand washing and glove use.
• Use safe lifting techniques when handling heavy items.
• Participate in all required safety training and follow emergency procedures.
• Communication:
• Maintain clear and professional communication with team members and leadership.
• Share customer feedback and collaborate with other departments to enhance the curbside pickup experience.