Assistant Home Shopping Manager

Position Summary

The Assistant D.U.G. (Drive Up & Go) Manager supports the D.U.G. Manager in overseeing all aspects of the online grocery pickup operation. This position helps ensure efficient order fulfillment, outstanding customer service, inventory accuracy, associate development, and operational excellence. The Assistant D.U.G. Manager works closely with store leadership and department teams to ensure customer orders are accurately picked, staged, and delivered according to company standards.

Key Responsibilities Department Operations

• Assist in managing daily Drive Up & Go operations and workflow.
• Support efficient order fulfillment to meet productivity and service goals.
• Monitor order volume and adjust staffing or workload assignments as needed.
• Ensure orders are accurately picked, staged, and prepared for customer pickup.
• Maintain department standards for speed, accuracy, and quality.
• Support implementation of company programs, initiatives, and operational procedures.

Customer Service

• Deliver exceptional customer service and promote a customer-first culture.
• Ensure customers receive complete, accurate, and high-quality orders.
• Handle customer concerns, substitutions, refunds, and service issues professionally.
• Maintain positive customer interactions during pickup and delivery processes where applicable.
• Promote customer satisfaction and loyalty through excellent service execution.

Leadership & Team Development

• Provide leadership, coaching, and daily direction to D.U.G. associates.
• Assist with training new employees on systems, procedures, and customer service expectations.
• Support scheduling, task prioritization, and labor management.
• Monitor associate performance and provide ongoing feedback.
• Foster teamwork, accountability, and a positive work environment.
• Serve as acting department leader in the absence of the D.U.G. Manager.

Order Fulfillment & Inventory Management

• Monitor item availability and support accurate substitutions when necessary.
• Coordinate with store departments to ensure product availability for customer orders.
• Ensure inventory accuracy through proper scanning and order processing procedures.
• Assist with maintaining equipment and operational supplies required for department success.
• Help identify and resolve order discrepancies and inventory issues.

Technology & Process Compliance

• Utilize handheld devices, order management systems, and reporting tools effectively.
• Monitor productivity, fulfillment metrics, and customer service performance.
• Ensure compliance with company procedures, operational standards, and data accuracy requirements.
• Support continuous improvement efforts to enhance department efficiency.
• Troubleshoot operational issues and escalate concerns when appropriate.

Safety & Compliance

• Follow all company safety policies and procedures.
• Ensure safe operation of carts, equipment, and department tools.
• Maintain clean, organized staging and work areas.
• Support compliance with food safety, sanitation, and product handling requirements.
• Report and address safety concerns promptly.

Qualifications

• High school diploma or equivalent preferred.
• Previous retail, grocery, e-commerce, or customer service experience required.
• Prior leadership or supervisory experience preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to work effectively in a fast-paced environment.
• Basic computer and handheld device proficiency.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift and carry up to 50 pounds regularly.
• Ability to push and pull heavily loaded carts throughout the store.
• Ability to bend, reach, squat, and perform repetitive motions.
• Ability to work in various environments including refrigerated and freezer areas.

Key Competencies

• Leadership
• Customer Focus
• Team Development
• Organization
• Time Management
• Attention to Detail
• Problem Solving
• Communication
• Accountability
• Operational Excellence

The Assistant D.U.G. Manager plays a critical role in ensuring efficient online order fulfillment, exceptional customer service, strong team performance, and the successful execution of the store's Drive Up & Go operation.