Assistant Drive Up & Go Supervisor

* Manage all aspects of the order selection process, ensuring a "just like you picked it" experience for the customer • Ability to multi-task and problem solve on the fly while maintaining exceptional customer service • Demonstrate the company's core values of integrity, diversity, inclusion, and safety • Ensure customer satisfaction with the eCommerce experience, meeting net promoter score (NPS) and customer retention goals • Ensure all orders meet our 3Q's standards: Quality (freshness), Quantity (no out of stocks (OOS)) and Quickness (on-time order readiness) • May be responsible for creating a weekly schedule to maximize availability at peak times and capture sales demand - keep slot OOS% low and meet labor targets • Review slot capacity in collaboration with Operations Manager to maximize sales • Review re-shops to ensure hard to locate items in the store are not missed and smart substitutions are provided • Manage all aspects of the eCommerce systems including Acupick, VTill, emails & the 3PL delivery dashboards throughout the day • Work with store management to identify cross-trained help throughout the store • Facilitate initial and ongoing training for all eCommerce Team Members as well as cross-trained shoppers • Review picker reporting daily and coach team members on opportunity areas • Review and manage "Metrics That Matter" on a daily/weekly basis with shoppers and store management • Review customer comments daily and follow up on customer complaints • Process refunds timely • Audit order accuracy and bagging techniques in accordance with food safety policies • Maintain temp logs in accordance with food safety policies • Ensure regulated item forms are completed accurately and secured • Report any systems/IT equipment issues to the help desk and keep store management informed of systems issues • Keep store management informed in the event of order spikes or call outs that cause the team to fall behind • Attend weekly Department Manager meetings in place of Department Manager as needed • Identify catalog issues and submit to Operations Manager for correction • Monitor and manage supply expenses for the department • Provide weekly performance updates to Operations Manager in place of Department Manager as needed Job Description Updated: 12/26/2023 SHAW'S/STAR MARKET IS AN EQUAL OPPORTUNITY EMPLOYER Page 2 of 2 • Ensure eCommerce department meets standards for cleanliness, organization, and all marketing materials are fresh • Facilitate Team Member awareness and ensure Team Members are prepared to answer all eCommerce FAQ's • Facilitate customer awareness of eCommerce services • Drive sales by visiting neighboring businesses to explain eCommerce services

Created: 2025-03-22