Assistant Home Shopping Manager

Position Summary

The Assistant D.U.G. Manager supports the D.U.G. (Drive Up & Go) Manager in overseeing daily e-commerce and online order fulfillment operations. This position helps ensure exceptional customer service, order accuracy, productivity, operational efficiency, and associate development while supporting sales growth and customer satisfaction. The Assistant D.U.G. Manager assumes leadership responsibilities in the absence of the D.U.G. Manager and helps maintain a highly efficient and customer-focused online shopping experience.

Key Responsibilities Customer Service & Online Shopping Experience

• Deliver exceptional customer service and promote a customer-first culture.
• Ensure customers receive accurate, complete, and timely online orders.
• Assist in resolving customer concerns, substitutions, refunds, and service issues promptly and professionally.
• Support customer satisfaction initiatives and online shopping performance goals.
• Promote positive customer interactions during order pickup and delivery fulfillment activities.

D.U.G. Operations

• Assist with daily Drive Up & Go operations, including order selection, staging, dispensing, and delivery preparation.
• Monitor order fulfillment accuracy, productivity, and service levels.
• Ensure online orders are completed according to company standards and delivery schedules.
• Support workflow planning to manage fluctuating order volumes efficiently.
• Maintain organization and cleanliness of staging, storage, and fulfillment areas.
• Ensure proper handling of fresh, frozen, refrigerated, and general merchandise items.

Leadership & Team Development

• Assist in training, coaching, and developing D.U.G. associates.
• Provide daily direction and support to team members during assigned shifts.
• Reinforce productivity, accuracy, customer service, and operational standards.
• Promote teamwork, accountability, and a positive work environment.
• Assist with onboarding and training new associates.

Performance & Productivity Management

• Support achievement of department sales, productivity, fulfillment, and customer satisfaction goals.
• Monitor key performance indicators, including order accuracy, fulfillment times, substitutions, and customer feedback.
• Identify opportunities to improve efficiency and service quality.
• Assist with labor planning and scheduling support.
• Help ensure proper staffing coverage during peak business periods.

Inventory & Quality Control

• Ensure products selected for customer orders meet quality and freshness standards.
• Verify substitutions follow company guidelines and customer preferences.
• Maintain accurate inventory handling procedures.
• Minimize shrink through proper product selection and handling techniques.
• Communicate inventory concerns and out-of-stock conditions to appropriate store departments.

Safety & Compliance

• Ensure compliance with company policies, procedures, and operational standards.
• Promote workplace safety and proper lifting, handling, and equipment usage practices.
• Support food safety, sanitation, and product quality requirements.
• Ensure associates complete required training and operational certifications.
• Maintain confidentiality of customer and company information.

Store Leadership Support

• Assume responsibility for D.U.G. operations in the absence of the D.U.G. Manager.
• Assist with execution of company initiatives and e-commerce programs.
• Communicate department priorities, goals, and expectations to associates.
• Partner with store leadership and department managers to improve order fulfillment and customer satisfaction.
• Support store-wide operational and customer service objectives.

Minimum Qualifications

• High school diploma or equivalent.
• Previous retail, e-commerce, grocery, or customer service experience required.
• Previous leadership or supervisory experience preferred.
• Strong customer service and communication skills.
• Ability to work effectively in a fast-paced environment.
• Strong organizational and problem-solving abilities.
• Ability to work flexible schedules, including mornings, evenings, weekends, and holidays.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to bend, stoop, kneel, reach, and perform repetitive motions throughout the workday.
• Ability to lift and carry up to 50 pounds regularly and heavier loads with assistance when necessary.
• Ability to work in refrigerated, freezer, and outdoor environments as needed.
• Ability to push and pull loaded carts throughout the store and pickup areas.

Desired Competencies

• Customer focus
• Leadership and team development
• E-commerce and fulfillment operations
• Productivity and performance management
• Communication and interpersonal skills
• Organization and attention to detail
• Problem-solving and decision-making
• Inventory and quality control awareness
• Accountability and dependability
• Adaptability and teamwork

The Assistant D.U.G. Manager plays a critical role in supporting online shopping success by helping lead daily fulfillment operations, developing associates, ensuring order accuracy, maintaining high customer satisfaction levels, and contributing to department sales growth and operational excellence.