Personal Shopper (Lead)

HILLDALE SHOPPING CENTER; Madison (WI); On-site; USD 17,000 - 26,000; Full time

Job summary

Hilldale is seeking an eCommerce Order Picker to lead the online grocery order process, ensuring items are properly picked, bagged, and stored for timely pick-up. The role emphasizes accuracy, quality, and customer satisfaction.

You will review customer instructions, handle substitutions when needed, manage cold‑store items, and coordinate with store leadership to maintain high service levels while following safety, PPE, and food safety guidelines.

Qualifications

• Strong written and verbal communication skills.
• Strong organization and prioritization skills.
• Ability to make decisions and solve problems.
• Detail oriented and thorough in work.
• Proficiency with MS Office (Word, Excel, PowerPoint).
• Ability to deliver excellent customer service.

Responsibilities

• Lead the eCommerce process for receiving online orders and delegating picking.
• Review customer comments and special instructions to ensure correct products or substitutions.
• Ensure quality and careful handling of perishables and delicate items during packing.
• Scan items and confirm order totals for weighed products (produce, deli, meat/seafood).
• Store orders at proper temperatures (refrigerator/freezer).
• Report customer issues, shorts, overages, or damages to management.
• Research and resolve customer complaints in a timely manner.
• Provide focused and effective customer service.
• Implement company service programs and uphold high service standards.
• Follow PPE, safety, and food safety guidelines.
• Follow Guest Experience Guidelines.
• May assist other departments as needed.

Skills

Communication skills

Organization skills

Decision making

Problem solving

Detail oriented

Customer service

Education

High school diploma or GED

Tools

MS Office

Job description

This role is responsible to lead the eCommerce process of receiving grocery orders from customers online, ensuring orders are picked, properly bagged and stored (refrigerator/freezer as needed), and in place for pick-up in a timely manner.

Here's what you'll do:

• Responsible to lead the eCommerce process for receiving customers online orders and picking or delegating picking of orders.
• Review customer comments/special instructions, as applicable, to ensure product selected matches customers request; follow up on issues as necessary (i.e., product substitution, etc.).
• Ensure quality control and handle products carefully, specifically perishables and delicate items, during selection of items and packing of products to minimize damage and to ensure customer satisfaction
• Scan order products, confirm order totals (check-out) for products priced by the pound (i.e., produce, deli, and meat/seafood) and substituted items.
• Follow proper procedures for storing orders at proper temperature (refrigerator/freezer as needed).
• Report customer issues, shorts, overages, damages to store management immediately.
• Research and resolve customer complaints/problems in an appropriate and timely manner.
• Responsible to provide focused and effective customer service.
• Implement the Company service program(s) and model high standards of service to achieve positive customer satisfaction.
• Follow all PPE and Safety Guidelines
• Follow all Food Safety and Cleaning Expectations
• Follow Guest Experience Guidelines
• May be assigned tasks in other departments based on customer experience need
• Additional responsibilities may be assigned as needed

Here's what you'll need:

• High school diploma or GED (preferred)
• One year of retail or related experience preferred.
• Strong written and verbal communication skills; ability to communicate clearly and professionally with customers.
• Strong organization and prioritization skills.
• Ability to make decisions and solve problems.
• Suggestive Selling/Knowledge of Products
• Detail Oriented
• Ability to develop knowledge of products and store layout for efficient picking procedures.
• Proficient in MS office applications (i.e. Word, Excel, PowerPoint, etc.).
• Ability to work a flexible schedule based on the needs of the department.

Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to lift and/or move up to 30 pounds frequently, and up to 50 pounds occasionally. The associate is required to stand and walk for extended periods of time and may bend, stoop, twist and turn frequently. While performing the duties of this position, the employee is subject to a typical retail store environment (varied temperatures) and is exposed to outside weather conditions. The noise level in the work environment is usually low to moderate. Travel requirements vary by assignment.