Purpose:
The Curbside Fulfillment Colleague role is designed to provide exceptional service in the curbside pickup operation. This position ensures efficient and high-quality service while collaborating with front-end and merchandise teams to meet evolving customer needs and technological advancements.

Scope:
This role involves the full spectrum of curbside pickup responsibilities, including order processing, staging, customer service, and general housekeeping. It covers interactions with multiple departments to ensure a seamless curbside experience.

Key Responsibilities:

1. Processing Customer Orders:

• Monitor order management systems continuously for incoming orders.
• Prioritize and process orders based on pickup times and special instructions.
• Ensure accurate item selection, checking for quality, freshness, and expiration.
• Package items carefully, separating cold, frozen, and room-temperature products.
• Mark items as picked or unavailable in the system in real-time.

2. Staging Orders:

• Organize completed orders in designated staging areas.
• Label orders clearly with customer details and pickup times.
• Ensure cold and frozen items are stored in temperature-controlled units.
• Monitor and minimize order wait times, alerting management of any delays.

3. Customer Interactions:

• Greet customers upon arrival and verify their identity.
• Retrieve and review the order with the customer, addressing any concerns.
• Process payments using mobile POS, ensuring discounts and promotions are applied.
• Provide accurate change for cash transactions and issue receipts.
• Thank customers and offer information on future orders or promotions.

4. Curbside General Housekeeping:

• Keep curbside pickup areas clean and organized at all times.
• Sanitize high-touch surfaces, handheld devices, and other equipment daily.
• Ensure an adequate supply of cleaning materials, sanitizers, and packaging materials.
• Report any maintenance or safety issues promptly to management.

5. Customer Service:

• Provide exceptional service, handling inquiries and complaints with patience.
• Communicate clearly about order changes, substitutions, and store policies.
• Offer solutions to customer issues, escalating when necessary.
• Stay informed about store promotions and product information to assist customers effectively.

6. Stocking and Inventory Support:

• Monitor inventory levels of frequently ordered items and assist in restocking.
• Follow proper stock rotation procedures and ensure accurate shelf labeling.
• Assist with unloading deliveries and organizing storage areas.

7. U-boat Retrieval:

• Regularly check the parking lot for stray carts and return them to designated areas.
• Ensure carts are clean and organized for customer use.

8. Additional Duties:

• Support store-wide initiatives, including marketing, merchandising, and training new team members.
• Participate in inventory counts and process improvement initiatives.
• Assist with maintaining the overall appearance and organization of the store.

9. Safety and Compliance:

• Follow all food safety and hygiene standards, including proper hand washing and glove use.
• Use safe lifting techniques when handling heavy items.
• Participate in all required safety training and follow emergency procedures.

10. Communication:

• Maintain clear and professional communication with team members and leadership.
• Share customer feedback and collaborate with other departments to enhance the curbside pickup experience.