Just curious, who exactly is responsible for club pickup, pulling the orders. I know member assist are the ones that dispense it but who pulls it?
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My store has a pretty good system. Our CNP people moved to merchandising and do orders from 4-12:30pm. It’s one full time and one part time. Member Support clears check-ins and calls out order numbers for the member assist or MSLs to go grab (usually an MSL) After 12:30 we have a MSL checking orders till the cut off time and delegating them to a merchandiser or a member support. We usually have an over lap at the desk so they usually jump on it. On Sunday’s our member support team does the click in pulls until we open, and then a merchandiser with grab the last few orders of the day.
The old click and pull associate (not sure what they are called now) comes in at 6 and starts pulling orders until 230 and then the pm team will come in at 3 and pull the rest of the day. Most of the time all 7 am orders for the following day are also pulled the once the click and pull associate comes in at 6, they are not aying catch up.
On their days off, the am merchandise leads have one person designated for pickups until 9 and then a part time assigned to pick up comes in and pulls til 530 and then the pm crew takes over.
All this is rarely new but it seems to work okay for us as we dont have a huge volume for click and pulls like other clubs within our market.
Our club does great am pulls all the orders up tell 5pm then the part time merch team looks checks ok it here and there to see if anything pops up.
Wow! You have got to get one manager or the club manager to "own" Club Pickup. If management does not give our associates the "tools" (training, knowledge, support) to be successful, then they have doomed the associate to fail which is a direct reflection on management. Management thus should be held accountable. H/O will only take the complaints so long, you could always drop your MM name to a member that is complaining.
Or, if you have any associates that still care, like you obviously do, talk to them, see if you guys can work out a plan to get C/pu back on track. Have membership disperse orders, if they don't know how - teach them. Teach them how to accept orders on the handheld, get your numbers up. You be a leader, come up with a plan, get the other associates involved, get a COS to check the schedules, if schedule needs to be adjusted, go to the direct manager, show them why, make sure schedule changed. Also, you keep track of every time you talk to management about C/Pup, notes on what was said, etc.
Be a part of the solution, not part of the problem. Don't know how long you have been with the company but you still care, that's what we need right now. Don't give up!!
Wow, our managers dnt do any of that. And our club pickup is keyed as a member assist and he is the only club pickup associate, he has so many orders and sometimes not enough time in the day to do it. Not 1 manager helps to pull those orders is seriously a joke and our club is so understaffed we only have 1 legit cart associate and that is it. I'm just wondering if our club pickup associate is underpaid because hes keyed as a carts.
I just have to comment here, sounds like you have managers not working together. We have found this works for us; two full time and one part time associates cover all shifts, afternoon/evening associate has all orders pulled through at least 9am the next morning, 4 am manager checks to see if any large orders came into the system to fill the now open 7am pick up times. If so, they print paper pick list, call merchandisers to front, give each one one slip of pick list, in less than 15 minutes they are all back then they go back to stocking. Manager scans in the early order(s) or if not many leave it in an orderly fashion including. double bagging proteins for the 5 or 6am Click n Pull associate. They come in scan in orders, print fulfillment paper, file and go about pulling orders for rest of day. If they can pull all the orders and afternoon does not have many to work on them they give breaks at service desk, door, frontend, go to clothing go to Receiving to verify consolidated, etc. you guys have got to work a system that works for your Club, present it to a manager that will back you up or go to the Club Manager.
You tell me, what's the difference between two full time Club Pick Up associates, doing this job 7 days a week, or two people from Merchandising doing this job 7 days a week.
It still two associates doing this job. It still takes the same amount of time. And in the end, it cost the company more.
And now the pickups are almost always F'd up, where it rarely was before.
How are the merchandiser supposed to pull the orders when they responsible for stocking the entire store in under 3 hours..? you should have plenty of people on the membership and front-end team that can pull orders for members they have nothing better to do anyways
Sounds like utter chaos and no one knows who is supposed to be doing what! What a joke.
Merch Manager and Team Lead were told that CPU is Member Team responsible.
Member Manager: Merch should be picking from 4am and have the 7am orders ready to go. I will clear this up with GM.
GM: Member manager you are right Merch will have the 7am orders ready. Member Team will dispense and pick after that until close.
Merch Manager: GM I am behind on stocking because we have to dedicate at least 2 associates to picking. Plus we are spending more than 25% of our time on the front end running.
GM: I will talk with Member Manager and have him monitor the front and put a plan together for CPU and to reduce how much time the Merch Team needs to spending as runners.
Member associates we get angry members because their orders are not ready. Angry members because we are not to accept any over the phone orders. Angry members when we tell them we can not pick their order before someone elses, we get the infamous excuse of I have to travel over 2 hours to get to the club where I pay for a membership and this is how I am treated. Angry members because there are no carts because the few Member team associates present spend their whole shift picking orders.
Best thing about this is that counting all the Member team support, assist and frontline there are 8 associates. Mech team has 20 associates in the AM block and 22 associates in the PM block. There are also 4 part time associates. And according to our GM and MM our head count for both teams is correct.
We have also been told not to pick more than 1 hour ahead of what is in the system. Meaning at 8am only the 9am orders should be complete. We had members complain about not having flat-beds available and this is our clubs response to solving that issue.
Member assist at out club and one that was moved to the 4 am same people same job corporate!! When we're done we just look busy waste of payroll all the way around. Block schedule does not work in some departments this is one
It should be the merchandisers pulling orders but at my store member assist are doing orders just like they were before the changes happened. They dont do carts either. It's like nothing changed.
There for awhile the desk assoc were doing it but now the merchandisers are doing it like they were suppose to in the 1st place
If your taking about out of the cooler and freezer the mss called for someone on the floor to get it. Our club pick up people are way to busy to do it. The mss ligers the one off the floor.