How Our Shoppers Are Trained to #FreshlyHandpicked Your Groceries

Life at HappyFresh
Nov 4 · 3 min read

Here in HappyFresh; an online grocery delivery service that was launched in 2015, we aim to provide easier access to healthy food for households across South East Asia. Our professionally trained personal shoppers and riders are the ones that make HappyFresh stand out. Without them, we won’t be able to come as far as we are today. Riou Partama, our Field Operations Associate in HappyFresh, shared how our personal shoppers are trained to ensure your orders are delivered safely, just the way you like it.

After candidates are successfully recruited to be our personal shoppers, the first thing they need to do is, go through an on-boarding session. On-boarding is a process where the #FreshlyHandpicked shoppers are introduced to what HappyFresh is all about and what kind of job they will be doing. Once they are familiar with the brand, they will shadow a mentor in the field for two days; where they will be coached on the shopping journey. Speaking of shadowing, our user researcher also shared about her experience of shadowing shoppers during their work hours here. Once they’ve completed the on-boarding training, we entrust them on practicing what they’ve learned straight away. Even so, they will keep having trainings about the platform in seminars and evaluation sessions every six months.

One of the seminars for shoppers about reducing plastic usage.

During seminars, they obtain knowledge such as using plastic effectively, aligning the value of HappyFresh with the new branding, how to pick the freshest and best condition of groceries, and Standard Operational Procedure update. We also make sure we evaluate their performance; what they have achieved and what they need to improve after taking customers’ feedback into consideration, not only keep growing their skills but maintaining higher quality service for our customers.

Our shoppers.

The expected outcome from the trained personal shoppers is to run one of the pillars of the brand which is also our tagline, #FreshlyHandpicked. The specific pillar means that we do not only pick the highest quality of a product; from fresh to dry products, yet we also serve the customers in the best way. For this, our trained personal shoppers’ perspectives need to be aligned to deliver the meaning of the tagline since they also become the representatives of the brand.

When asked, what are the criteria to be HappyFresh’s personal shoppers? Riou answered that the most essential things are the candidates need to have an understanding of the grocery industry and they are tech-savvy. Some questions regarding grocery shopping, such as their experience when shopping alone and knowledge of picking the best products are also asked. A simple psychological test is also done during recruitment.

“It’s actually quite complex to become HappyFresh’s trained personal shoppers since they need to do everything, from picking the highest quality of products according to customers’ orders, arrange the packaging to be neat and to avoid damage during delivery, connecting with the customers directly, and having a good relationship with our partners. They are our key, the representatives of our HappyFresh brand,” Riou shared.

That is how we #FreshlyHandpicked and trained our personal shoppers, so they can get your groceries. Want to be a part of HappyFresh? Find your role here.

Life at HappyFresh

A #FreshlyHandpicked team you want to work with for life. Join us to #ownyourimpact: careers.happyfresh.com

Life at HappyFresh

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A #FreshlyHandpicked team you want to work with for life. Join us to #ownyourimpact: careers.happyfresh.com

Life at HappyFresh

A #FreshlyHandpicked team you want to work with for life. Join us to #ownyourimpact: careers.happyfresh.com

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