Online (ASAP) Shopper (F14/OSHOP/5)
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 AccuracyProduct 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 rateProduct 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.
Employment Equity
Pick n Pay is committed to the principles of the Employment Equity Act, 55 of 1998, and strives to promote equal opportunity and fair treatment in employment. Preference may be given to suitably qualified candidates from designated groups in line with the store’s approved Employment Equity Plan.
Requirements
Minimum Requirements- Education - Grade 12 / NQF Level 4 qualification or equivalent.
- Experience - Previous retail, merchandising, order-picking, or customer service experience will be advantageous but is not essential. Training will be provided where required.
- Technology & Order-Picking Knowledge - Basic familiarity with handheld scanning devices, order-picking technology, or online retail fulfilment processes will be advantageous.
- Language Ability - Ability to communicate effectively in English. Knowledge of additional local languages will be advantageous to support customer service and teamwork.
- Customer Service Orientation - Must demonstrate a customer-focused attitude and the ability to ensure accurate and careful selection of products to meet customer expectations.
- Reliability - Must be reliable, punctual, and able to work responsibly when handling customer orders and store stock.
- Physical Requirements - Must be able to walk and stand for extended periods, pick and pack items efficiently, and perform normal order-fulfilment duties associated with retail operations.
- Work Schedule Flexibility - Willingness to work shifts, weekends, and public holidays in line with retail trading hours and online order fulfilment requirements.
- Strong attention to detail and ability to work accurately
- Basic knowledge of product ranges and store layout
- Ability to take responsibility and be accountable for tasks
- Physically able to walk, stand, and lift for extended periods
- Ability to work well as part of a team and communicate effectively
- Basic understanding of product quality and freshness standards
- Ability to manage time and prioritise tasks effectively
- Honest and dependable in completing daily tasks
- Able to work efficiently and remain focused under pressure
- Maintains a professional, polite, and customer-focused approach
- Works in a structured and organised manner
- Takes pride in work quality and product presentation
- Demonstrates alignment with organisational values (Integrity, Accountability, Care)
Employment Equity Statement
We are committed to fair employment practices and the principles of Employment Equity. Preference may be given to suitably qualified candidates in line with the company’s Employment Equity Plan.