Online (ASAP) Shopper (H14/PA/6)

Job Purpose

The purpose of this role is to ensure that all online customer orders placed through the Pick n Pay ASAP and Click & Collect platforms are accurately picked, packed, and prepared for timely delivery or customer collection.

The Online (ASAP) Shopper plays a vital role in supporting the store’s quality, efficiency, and customer service standards by selecting the correct items, maintaining product freshness, applying substitution protocols when required, and ensuring that all orders meet Pick n Pay’s customer service and operational standards.

This role requires exceptional attention to detail, speed, and care to uphold the promise of convenience, accuracy, and quality with every order.

Key Performance Areas (KPAs)

• Order Picking and Accuracy
• Product Quality and Freshness Control
• Substitutions and Customer Preferences
• Order Packing and Readiness for Dispatch
• Communication and Team Coordination
• Health, Safety, and Hygiene Compliance
• Time Management and Productivity

Key Responsibilities

Order Picking and Accuracy

Retrieve items from the sales floor according to the customer’s online order list.
Use the hand-held device or order picking system to confirm correct barcodes, quantities, and product descriptions.
Prioritize speed, accuracy, and minimal disruption to in-store customers.
Record and report any unavailable or damaged stock items.
Maintain order integrity throughout the picking process.

Product Quality and Freshness Control

Select only the freshest and best-quality products for all customer orders.
Follow stock rotation (FIFO) principles to ensure product date compliance.
Handle fragile and perishable items (e.g. produce, bakery, deli) with care.
Report any quality or hygiene concerns immediately to the Online Supervisor.
Maintain high standards of personal hygiene and product presentation.

Substitutions and Customer Preferences

Apply Pick n Pay’s substitution guidelines for out-of-stock items.
Record all substitutions accurately in the system.
Select alternative items that align with customer expectations in terms of value and quality.
Notify the Online Supervisor or Online Cashier regarding customer-specific requests or substitution approvals.
Ensure that all substitutions are clearly marked and verified before final checkout.

Order Packing and Readiness for Dispatch

Pack all picked items neatly and safely in accordance with category requirements (frozen, chilled, and ambient).
Label and organize completed orders by customer name, collection slot, or delivery route.
Coordinate with the Online Cashier or Dispatch team for final verification and order release.
Prevent damages, leaks, or contamination during the packing process.
Ensure all orders are ready by scheduled cut-off and dispatch times.

Communication and Team Coordination

Communicate effectively with the Online Cashier, Supervisor, and Dispatch Team.
Report any product, stock, or system issues promptly.
Support colleagues in completing high-volume order batches during peak trading hours.
Participate in daily briefings and performance updates.
Promote teamwork, cooperation, and positive communication at all times.

Health, Safety, and Hygiene Compliance

Comply with Pick n Pay’s Health & Safety, Food Safety, and Hygiene policies.
Maintain cleanliness in picking and packing areas.
Adhere to safe lifting, stacking, and material-handling practices.
Participate in hygiene audits and safety inspections.
Follow all store protocols relating to temperature control and food handling.

Time Management and Productivity

Meet daily productivity and order completion targets.
Work efficiently without compromising accuracy or product quality.
Manage time effectively between multiple orders.
Remain flexible to assist other areas within the Online Department when required.

Performance Indicators

• Order accuracy and zero-error picking rate
• Product freshness and quality compliance
• Timely completion and dispatch of orders
• Adherence to hygiene and safety standards
• Team communication and collaboration
• Punctuality, attendance, and productivity
• Order picking speed and productivity per hour

Health, Safety & Compliance

Comply with the Occupational Health and Safety Act 85 of 1993 (OHSA).
Adhere to the Foodstuffs, Cosmetics and Disinfectants Act 54 of 1972 and Environmental Health Regulations.
Maintain compliance with Pick n Pay’s Health, Food Safety, and POPIA policies.
Report any health, safety, or hygiene risks immediately.
Promote and maintain a culture of safety, order, and responsibility in the workplace.

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