Lead, Personal Shopper

About the position

The Lead Personal Shopper at Martin's Super Markets is responsible for overseeing the eCommerce process of receiving and fulfilling grocery orders placed online by customers. This role ensures that orders are accurately picked, properly bagged, and stored as needed, while maintaining high standards of customer service and quality control. The Lead Personal Shopper will also provide training and guidance to team members, handle customer complaints, and implement company service programs to enhance customer satisfaction.

Responsibilities

• Lead the eCommerce process for receiving and fulfilling online grocery orders.
• Review customer comments and special instructions to ensure accurate product selection.
• Ensure quality control during the selection and packing of products, especially perishables.
• Scan order products and confirm order totals, particularly for items priced by the pound.
• Follow proper procedures for storing orders at the correct temperature.
• Report customer issues, shorts, overages, and damages to store management.
• Research and resolve customer complaints in a timely manner.
• Provide training, guidance, and feedback to team members to meet standards and expectations.
• Implement company service programs and model high standards of service.
• Maintain knowledge of industry trends and make recommendations for improvements.

Requirements

• High school diploma or GED (preferred).
• One year of retail or related experience preferred.
• Strong written and verbal communication skills.
• Strong organization and prioritization skills.
• Ability to make decisions and solve problems.
• Good leadership and training skills.
• Ability to develop knowledge of products and store layout for efficient picking procedures.
• Proficient in MS Office applications (Word, Excel, PowerPoint).
• Ability to work a flexible schedule based on departmental needs.

Benefits

• Competitive Total Rewards benefits package