Customer Service & E-Commerce Team Leader (Customer Service, In-Store Shopper Department Manager)

Job Responsibilities

Delivers outstanding customer experience; and holds all Team Members accountable for delivering outstanding customer service.

Establishes clear expectations for balancing in-store customer service and completing online orders.

Monitors in-store and online customer flow; assigns customer service-related and online order completion tasks balancing the needs of all customers.

Responsible for the integrity of the schedule to maintain in-store customer needs, online order capacity, and cognizant of labor budget.

Sustains exceptional knowledge and awareness of relevant competitors and industry trends.

Ensures an effective and efficient response to customer questions, requests, and/or concerns.

Establishes and maintains collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, e.g., Amazon delivery drivers.

Fosters and encourages a positive environment of outstanding teamwork, mutual respect, and exceptional morale.

Maintains Team Member safety and security standards.

Ensures compliance with relevant regulatory rules and standards.

Completing hiring and separation decisions in partnership with Store Leadership. Maintains awareness and adherence to staffing guidance.

Develops, coaches, mentors, and motivates Team Members in a manner that sustains a high performing Team and minimizes turnover; ensure Team Members are trained in all required tasks and roles.

Provides timely, thorough, and thoughtful performance evaluations.

Maintains cleanliness of workspaces including staging area and coolers.

Maintains security of equipment, e.g., MSRs, phones, currency counters.

Proactively identifies process improvement opportunities.

Consistently communicates and models WFM core values, leadership principles, and supports goals.

Job Skills

Exceptional ability to perform task management, balancing dynamic customer flows.

Strong understanding of how labor utilization and task management drive performance metrics and customer experience.

Strong analysis skills to root cause underperformance (either observed or demonstrated by metric performance).

Strong ability to communicate performance analysis findings and actions, both verbally and in writing.

Excellent interpersonal, motivational, team building and customer relationship skills.

Capable of teaching others in a positive and constructive manner.

Capable of maintaining inventory of supplies and buying, when necessary.

Demonstrated decision-making ability, leadership skills, and ability to prioritize and delegate.

Proficient with email, Microsoft Office, and operations-related applications.

Proficient with mobile applications, dashboards, and basic understanding of retail systems capabilities.

Qualifications

24+ months retail experience including 12+ months of team leadership experience.

You have experience leading high-volume teams.

You take ownership of your work and team and are available to work overtime during peak seasons and as needed year-round.

Preferred Qualifications

You thrive in an ambiguous environment, and when given the opportunity to pilot new ways of working you know how to motivate yourself and your team to deliver.

You enjoy analytical work and using data to provide solutions.

You see value in long-term thinking and large-scale impact on our company.

Physical Requirements/Working Conditions

Must be able to lift 50 lbs.

In an 8-hour workday: standing/walking 6-8 hours.

Hand use: Single grasping, fine manipulation, pushing and pulling.

Work requires the following motions: bending, twisting, squatting, and reaching

Exposure to FDA approved cleaning chemicals

Exposure to temperatures <32 degrees Fahrenheit (freezing), 32-40 degrees Fahrenheit (refrigerators), >90 degrees Fahrenheit

Ability to work in a wet and cold environment.

Ability to work a flexible schedule including nights, weekends, and holidays as needed.

Ability to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.

The wage range for this position is $22.40-$40.40 Hourly, commensurate with experience. Whole Foods Market offers "Whole Benefits". Whole Benefits offers a wide range of benefits for Full and Part-Time Team Members, including eligibility for a store discount, paid time off, financial wellness, health & wellness support programs, and access to other Team Member perks. Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person's date of hire and may vary based on work location, length of service, and job type (such as regular or seasonal).