Stéphane, Coordinator
Stéphane is the coordinator of our Auchan Drive preparation facility.
More than 100 people work there to prepare the orders of Auchan Luxembourg customers using this service!
Stéphane, what is your coordinator role about?
I like to tell people that I am a stationmaster! In this warehouse, we manage the whole process. When a customer confirms their order online, we get to work!
In our Dudelange warehouse, we centralise all the products available for sale and once an order is ready, we send it to the drive where the customer will come and pick it up, whether it is Cloche d’Or, Bertrange or Foetz… Customers can also come here, to Munsbach, by car.
The Drive organisation seems extremely precise. How does it work?
There are about one hundred of us as the warehouse, 24 hours a day, to receive our suppliers’ products and prepare the orders. There are about 10 people for each Drive that have direct access to our customers and deliver them their order.
How do you manage this constant flow of orders?
Our secret is our stock that is fully independent from the stores. When a customer confirms their order, their products are “put aside” for them. On almost all delivered order, there is no product missing!
We are all perfectly autonomous and check the quality and the temperature of the product – we pay special attention to the cold chain. All our fresh products are controlled from the minute they leave our provider to their delivery at the warehouse to the moment they are picked up by the customer. Our quality charter is actually even stricter than in-store because the products are in constant transit.
Does a stricter charter mean that you have to throw away more products?
Oh no, we do not throw away anything! For example, we stop selling milk a month before its best-before date, but it is still perfectly fine! The products that we decide not to sell anymore are given to the Stëmm vun der Strooss organisation. Every year, we give around perfectly good 20 tons of food are given to help the poor.
An amazing charity gesture! Now, let’s talk about your customers. Are they at the core of your everyday thoughts?
Of course! Here at the warehouse, I never get to see them, but I never stop thinking about them, about how satisfied they are. I was a sales agent for a long time, and I still have that spirit. I am obsessed with everything going smooth for the customers! And the Drive has been there for seven years and the feedback has been very positive and keeps improving… It is amazing for the whole team!
What do you think the Drive brings to your clients?
A real way to manage their time, to spend free time with their loved ones, for example, that is for sure… It is what they tell us when we load their groceries in their boot – we feel that we relieve them of a worry and we are very happy about it.
We even recently installed free Wi-Fi! Our customers can watch the news and go online during the few minutes it takes to deliver their order.
With all these little gestures, all your customers must be loyal regulars!
We have a lot of regulars! The loyalty card is one way of thanking them for their commitment at our side. We also offer them exclusive products, like the Wellness Box with 4 kilos of fresh fruits and vegetables, only available at the Drive. If they are coming for the first time, we offer them a welcome gift… Whether at the Drive or in-store, we provide the same quality of service!