Assistant Home Shopping Manager

Position Summary

The Assistant D.U.G Manager supports the D.U.G Manager in overseeing all e-commerce and pickup operations, ensuring accurate order fulfillment, on-time service, and an exceptional customer experience. This role assists in leading the D.U.G team, driving productivity, maintaining quality standards, and supporting operational execution from order picking through customer pickup.

Key Responsibilities

E-Commerce Operations

• Assist in managing daily D.U.G operations, including order picking, staging, and customer handoff
• Ensure all online orders are fulfilled accurately, on time, and according to company standards
• Monitor order flow and adjust staffing or priorities to meet demand
• Support system execution, including handheld devices and order management tools

Team Leadership & Support

• Help supervise, train, and develop D.U.G associates
• Assign roles (pickers, runners, loaders) and manage workflow throughout the shift
• Reinforce productivity expectations and accuracy standards
• Provide real-time coaching and feedback to improve performance

Customer Service Excellence

• Ensure a fast, friendly, and accurate pickup experience for customers
• Address and resolve customer concerns, substitutions, or order issues
• Maintain clear communication with customers regarding order readiness and substitutions
• Promote a positive and professional service environment

Order Accuracy & Quality Control

• Verify product quality, freshness, and accuracy before orders are staged or dispensed
• Ensure proper substitutions align with customer preferences and company guidelines
• Maintain organization and accuracy within staging and holding areas

Productivity & Performance

• Monitor key performance metrics such as pick rate, order accuracy, and on-time fulfillment
• Identify opportunities to improve efficiency and execution
• Support scheduling and labor planning based on forecasted order volume

Inventory & Merchandising Support

• Communicate out-of-stocks and substitution opportunities to department teams
• Ensure proper handling of perishable and temperature-sensitive items
• Maintain organized staging, cooler, and freezer areas

Safety & Compliance

• Follow all safety procedures, including proper lifting and cart handling
• Ensure compliance with food safety standards for perishable goods
• Maintain a clean, safe, and hazard-free workspace
• Report equipment or system issues promptly

Qualifications

• Previous retail, grocery, or e-commerce fulfillment experience preferred
• Supervisory or leadership experience strongly preferred
• Strong organizational and time management skills
• Ability to work in a fast-paced, high-volume environment
• Strong communication and problem-solving skills
• Ability to lift up to 50 lbs and work in varying temperature conditions

Key Competencies

• Leadership and team coordination
• Accuracy and attention to detail
• Time management and urgency
• Customer service focus
• Adaptability and problem-solving

Working Conditions

• Fast-paced environment with continuous movement
• Indoor and outdoor conditions during order delivery
• Exposure to refrigerated and freezer storage areas
• Standing, walking, lifting, and repetitive tasks throughout shift