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Curbside Operations Lead
2 months ago
Key Responsibilities:
H-E-B is seeking enthusiastic and dedicated Partners who are ready to work diligently while ensuring our Customers feel valued and appreciated.
Regardless of your background or career stage, we invite you to become part of our community where our People are our top priority.
As a Lead in Curbside Operations, your primary role will be to support the Manager during their absence, manage product selection for eCommerce orders, and package items following established Standard Operating Procedures (SOPs).
You will maintain cleanliness and organization in both perishable and non-perishable eCommerce merchandise areas, ensuring a well-stocked and well-maintained department while delivering exceptional customer service.
Upon eligibility, you will have the opportunity to become an Owner in the company, which reflects our commitment to hard work, quality, and outstanding Customer service.
- Partner-owned - signifies that our most valuable asset - our People - are the driving force behind the innovation, growth, and success that positions H-E-B as a leader in Omnichannel Retailing.
Do you possess:
- A HEART FOR PEOPLE - a dedication to prioritizing Customers and Partners?
- A HEAD FOR BUSINESS - an understanding of how your actions impact our Customers and overall success?
- A PASSION FOR RESULTS - a readiness to train and oversee others?
We are looking for candidates with:
- Experience in in-store shopping or a related role
- Exceptional customer service abilities; capability to thrive in a fast-paced environment
What does the role entail?
Store Leadership and Training:
- May act as a substitute for the department manager and typically works opposite shifts to the manager
- Coordinates departmental activities in the manager's absence
- Reviews and maintains retail control documentation for eCommerce
- Provides insights on current processes and procedures for future business needs
- Communicates with the Manager or Store Leadership regarding any issues or concerns
- Supervises, mentors, develops, and trains the eCommerce team; oversees Partners in the absence of the Department Manager
- In the absence of the Manager, collaborates with other Department Managers, Delivery Providers, and offsite fulfillment leaders to address opportunities
- Builds relationships and promotes teamwork
- Offers immediate feedback, guidance, and recognition to Partners performing assigned tasks
- Reviews submitted orders; assists in the effective allocation of resources to ensure accurate and timely completion
- Minimizes shrink through careful product handling
- Achieves and monitors productivity standards
- Ensures the eStore Department is prepared to receive deliveries from offsite fulfillment centers, if applicable
- Utilizes digital tools to select items necessary for order completion, pack and organize customer orders in the staging area, retrieve orders for Customers, review customer orders, and communicate changes
- Performs Curbie and Personal Shopper duties as needed
Customer Service Excellence:
- Delivers outstanding customer service via phone when reviewing orders with Customers; suggests substitutes as necessary; answers product-related inquiries, locates products, and assists Customers as needed
- Packages, transports, and loads groceries and merchandise from the Store to the Customer's vehicle
- Ensures Customer orders are prepared on time and meet expectations
- Adds value by addressing Customer concerns; contacts Customers requiring additional support
- Models exemplary customer service for fellow Partners
Sanitation, Stocking, and Food Safety:
- Collects baskets and removes trash inside and outside the eStore as needed
- Maintains and stocks bag areas
- Organizes, cleans, and prepares prep areas, wareroom, and sales floor for incoming deliveries
- Loads, unloads, and moves heavy, bulky products to support eCommerce order selection
- Upholds standards for safety and sanitation
- Ensures Cold Chain standards are maintained
- Complies with all federal, state, and company regulations and standards for product freshness, food safety, and sanitation
- Minimum age of 18 (mandatory)
- Education from a college or technical school, or high school diploma (or GED)
- 1+ years of experience as an In-Store Shopper, or similar experience (preferred)
Do you have what it takes to excel as an H-E-B Curbside Lead?
- Expert customer service skills
- Strong communication and listening abilities
- Capability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
- Ability to write routine reports and correspondence
- Ability to effectively communicate before groups
- Ability to apply common sense understanding to execute instructions provided in written, oral, or diagram form
- Ability to address problems involving several concrete variables in standardized situations
- Ability to prioritize and manage cross-functional tasks
- Ability to work a flexible schedule
- Ability to operate material handling equipment and maintain licensing
- Thrive in a fast-paced work environment that demands attention to detail and precision
- Engage with Customers and remain attentive to their needs
- Adapt to a flexible schedule based on business requirements
- Consistently walk, reach at waist, and grasp
- Frequently reach at knees, push/pull with arms
- Occasionally sit, stand, reach overhead, reach at shoulders, reach at floor, bend, stoop, squat, crouch, kneel, climb stairs, pivot, twist, pinch, and perform fine motor movements
- Occasionally be exposed to cold conditions, wet conditions, and loud noises
- Demonstrate the ability to lift 55 lbs and manage items exceeding 55 lbs
- While there may be exceptions, the measurements noted are generally defined as - Constantly: 5.5+ hours per 8-hour day; Frequently: hours per 8-hour day; Occasionally: hours per 8-hour day
If an item is too heavy to lift, push or pull, and/or carry, the Partner must break the box down into lighter, smaller, more manageable components, or seek assistance from another Partner or a manager.