Job description

Picker – Online Grocery Fulfilment | Marks & Spencer

Overview of the Role

The Picker – Online Grocery Fulfilment plays a vital role in delivering an exceptional online shopping experience by accurately picking, packing, and preparing customer orders for delivery or Click & Collect. The role is responsible for ensuring every order is fulfilled efficiently, with the highest standards of product quality, freshness, and accuracy.

Working within the M&S Food operation, the Picker collaborates closely with Store Operations, Customer Service, and Delivery teams to ensure orders are completed on time while maintaining excellent inventory accuracy and minimizing waste. Success in this role is measured through picking accuracy, order fulfilment, productivity, customer satisfaction, and adherence to food safety standards.

What You Will Do

Order Picking & Fulfilment

• Pick customer orders accurately using handheld picking devices or mobile applications.
• Ensure all customer orders are completed within agreed service level agreements (SLAs).
• Select products according to customer requirements, ensuring correct quantity, size, flavour, and specifications.
• Prioritize urgent and scheduled delivery orders to meet delivery timelines.
• Maintain high levels of picking productivity while ensuring quality and accuracy.

Product Quality & Freshness

• Carefully select the freshest and highest-quality products, particularly fresh food, chilled, frozen, bakery, produce, and ready meals.
• Check expiry dates, packaging quality, and product condition before picking.
• Follow FIFO (First In, First Out) principles where applicable.
• Ensure substitutions are made according to company guidelines and customer preferences.
• Escalate unavailable products or quality concerns to the Team Leader.

Packing & Order Preparation

• Pack customer orders carefully to protect product quality during transportation.
• Separate chilled, frozen, ambient, and fragile products according to company procedures.
• Label orders accurately and prepare them for dispatch or Click & Collect.
• Ensure all customer orders are complete before handover to the delivery team.

Inventory & Stock Management

• Report stock shortages, damaged products, and inventory discrepancies.
• Assist with stock replenishment when required.
• Maintain inventory accuracy by following stock handling procedures.
• Support stock counts and inventory control activities.

Food Safety & Compliance

• Follow all Food Safety, HACCP, Municipality, and Health & Safety regulations.
• Maintain cold chain integrity for chilled and frozen products.
• Handle food products safely and hygienically throughout the picking process.
• Ensure workstations and equipment remain clean and organized.

Operational Excellence

• Achieve daily productivity and picking accuracy targets.
• Maintain a safe, clean, and organized fulfilment area.
• Follow company operating procedures and online fulfilment standards.
• Participate in team briefings, training sessions, and continuous improvement initiatives.
• Support additional operational activities during peak trading periods.

Skills

Required Skills to be Successful

• Strong attention to detail and accuracy.
• Excellent organizational and time management skills.
• Ability to work in a fast-paced environment.
• Good communication and teamwork skills.
• Strong customer-focused mindset.
• Ability to prioritize multiple orders effectively.
• Basic technology skills to operate handheld devices or picking applications.
• Knowledge of food handling and product quality standards.
• Ability to work independently with minimal supervision.
• Physically fit and able to walk, lift, bend, and stand for extended periods.

What Qualifies You for the Role

• High School Diploma or equivalent.
• 1–3 years' experience in Retail, Supermarket, Warehouse, E-commerce, Grocery, or Fulfilment Operations.
• Previous experience in online order picking or grocery fulfilment is preferred.
• Experience using handheld scanners, RF devices, or digital picking systems.
• Knowledge of fresh food handling and food safety practices is an advantage.
• Good communication skills in English (Arabic is an advantage).
• Ability to work flexible shifts, weekends, and public holidays.
• Ability to work efficiently under time-sensitive conditions.