Assistant Home Shopping Manager

Position Purpose

The Assistant D.U.G. Manager supports the D.U.G. Manager in overseeing all aspects of the Drive Up & Go operation, ensuring exceptional customer service, order accuracy, productivity, and operational efficiency. This position assists with team leadership, order fulfillment processes, scheduling, training, and achieving department sales and service goals while providing customers with a seamless online shopping experience.

Responsibilities

• Assist in managing daily Drive Up & Go operations.
• Ensure customer orders are accurately selected, staged, and delivered within established service standards.
• Monitor order volume and workflow to maintain productivity and service goals.
• Maintain organization and cleanliness of staging, storage, and fulfillment areas.
• Support inventory management processes and communicate out-of-stock opportunities.
• Ensure operational procedures are followed to promote accuracy and efficiency.
• Deliver exceptional customer service and create a positive online shopping experience.
• Assist customers with order questions, substitutions, pickups, and issue resolution.
• Address customer concerns promptly and professionally.
• Promote customer loyalty through responsive service and effective communication.
• Ensure customers receive accurate, high-quality products that meet company standards.
• Assist with hiring, onboarding, training, and coaching D.U.G. associates.
• Provide daily direction and support to team members.
• Help develop schedules that align staffing levels with business demands.
• Foster teamwork, accountability, and a customer-focused culture.
• Reinforce company policies, procedures, and performance expectations.
• Ensure compliance with company policies, food safety standards, and workplace safety requirements.
• Monitor proper handling, storage, and transportation of customer orders.
• Support department audits, inspections, and operational reviews.
• Ensure accurate documentation and completion of required reports.
• Promote safe work practices and proper equipment usage.
• Assist in achieving department sales, productivity, labor, and service objectives.
• Monitor key performance indicators including order accuracy, on-time fulfillment, and customer satisfaction.
• Support labor management and workflow optimization efforts.
• Identify opportunities to improve efficiency and reduce operational costs.
• Contribute to action plans that drive growth and operational performance.

Qualifications

• High school diploma or equivalent preferred.
• Previous retail, grocery, e-commerce, or customer service experience required.
• Prior supervisory or leadership experience preferred.
• Knowledge of online order fulfillment, inventory management, and customer service practices.
• Strong communication, organizational, and problem-solving skills.
• Ability to effectively lead and motivate employees in a fast-paced environment.

Physical Requirements

• Ability to stand, walk, bend, reach, and perform repetitive motions throughout the workday.
• Ability to lift and move products weighing up to 50 pounds regularly and more with assistance when necessary.
• Ability to work in various store environments, including refrigerated and freezer areas.
• Ability to safely operate carts, pallet jacks, and order fulfillment equipment.

Work Environment

• Retail grocery store environment supporting online order fulfillment operations.
• Frequent interaction with customers, associates, and store leadership.
• Fast-paced environment with changing priorities and time-sensitive deadlines.
• Flexible schedule including mornings, evenings, weekends, and holidays as business needs require.

Success Measures

• Achievement of department sales and productivity goals.
• High order accuracy and on-time fulfillment performance.
• Strong customer satisfaction results.
• Effective labor management and operational efficiency.
• Compliance with food safety and operational standards.
• Employee engagement, training, and retention.
• Consistent execution of company service and fulfillment standards.

Benefits

• Competitive wages paid weekly.
• Access to up to 50% of your earned wages before payday, via our partnership with Stream.
• Associate discounts.
• Health and financial well-being benefits for eligible associates (Medical, Dental, 401k and more!).
• Time off (vacation, holidays, sick pay).
• Leaders invested in your training, career growth and development.
• An inclusive work environment with talented colleagues who reflect the communities we serve.