Customer Service Process Lead

Overview

Please note this position is based in our Phoenix, AZ Support Office. The Senior Customer Service Coordinator serves as a key point of contact for store teams, providing timely and accurate support related to the Sprouts Replenishment System (SRS). This role is responsible for resolving store inquiries, driving system understanding, and partnering with internal system analysts to address deeper issues and optimization opportunities. The ideal candidate combines strong customer service skills with analytical thinking and a solid understanding of replenishment processes and system-driven ordering.

Essential Functions

Store & Issue Resolution

* Serve as the primary support contact for store teams on SRS-related questions

* Respond to inquiries in a timely, professional, and customer-focused manner

* Provide clear, actionable answers to store questions, ensuring understanding and resolution

SRS Subject Matter Support

Support stores with inquiries including (but not limited to):

* Incoming product quantities and order logic

* Minimum presentation settings and shelf requirements

* Forecast-driven ordering and demand variability

* Inventory drivers impacting system orders

* Key system settings affecting replenishment outcomes

Cross-Functional Collaboration

* Partner with System Analysts and Replenishment teams to investigate and resolve complex issues

* Escalate systemic or recurring issues for deeper analysis and root cause resolution

* Follow through on escalations to ensure closure and feedback to stores

Continuous Improvement

* Identify trends in store questions and recurring issues

* Provide feedback to leadership and system teams on opportunities to improve SRS functionality or training

* Contribute to documentation, FAQs, and training materials to proactively reduce store friction

Communication & Documentation

* Track and document store inquiries, resolutions, and follow-ups

* Maintain clear communication with stores on status, expectations, and outcomes

* Ensure knowledge is captured and shared across the team

Knowledge, Skills, Abilities and Physical Requirements

Knowledge Skills & Abilities

Required

* 2+ years of customer service, store operations, or supply chain support experience

* Strong communication skills (written and verbal)

* Ability to troubleshoot, analyze, and explain system-driven outcomes

* Experience working with data, reporting tools, or retail systems

Preferred

* Experience with replenishment, forecasting, or inventory management systems (SRS/RELEX preferred)

* Retail store or field experience

* Familiarity with grocery operations and merchandising concepts (min presentation, case packs, etc.)

* Experience working cross-functionally with technical or analytics teams

Benefits

In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

* Competitive pay

* Sick time plan that you can use to support you or your immediate families health

* Vacation accrual plan

* Opportunities for career growth

* 15% discount for you and one other family member in your household on all purchases made at Sprouts

* Flexible schedules

* Employee Assistance Program (EAP)

* 401(K) Retirement savings plan with a generous company match

* Company paid life insurance

* Contests and appreciation events throughout the year full of prizes, food and fun!

Eligibility requirements may apply for the following benefits:

* Bonus based on company and/or individual performance

* Affordable benefit coverage, including medical, dental and vision

* Health Savings Account with company match

* Pre-tax Flexible Spending Accounts for healthcare and dependent care

* Company paid short-term disability coverage

* Paid parental leave for both mothers and fathers

* Paid holidays

Get Paid Every Day!

Sprouts Farmers Market offers DailyPay - if you're hired as an eligible employee, you'll be able to transfer the money you've already earned at no extra cost, and get it the next business day, for free. We offer DailyPay so you don't have to wait for payday to access the money you've already worked for. With DailyPay, you can see how much you've made every day and you can transfer your money any time before payday.

You can learn more by visiting

Why Sprouts

Grow with us!

If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer's market setting. Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts' management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.

Sprouts will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Chance in Hiring Ordinance.

California Residents: We collect information in accordance with California law, please see here for more information.