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.