Customer Service Floor Lead

A career at Whole Foods Market is more than just the work you do- it's about your personal growth and creating meaningful change. Our purpose is to nourish people and the planet. That means improving how people eat, funding grants for school gardens, providing access to fresh and healthy food to people living within food deserts, alleviating poverty in developing countries, and so much more. Working with us means you are making a difference within your community and beyond. We aren't just a grocery store: we're world-changers. And with your help, we will continue to set the standards of excellence and revolutionize the grocery industry.

The Floor Lead works closely with the Team Leaders & Store Leadership to ensure a smooth operation of the entire store. This position assists with all functions related to general operations of the store including supervision, training and supporting Team Members, providing exceptional customer service and maintaining the highest retail standards in order to achieve and surpass financial goals. Responsibilities

• Provide exceptional customer service and address needs of customers in a timely and effective manner.
• Will be cross-trained and able to support all areas of the store.
• Assist and support leadership with all store functions.
• Oversee and assume responsibility for checkout staffing and operations in order to ensure accuracy and minimize customer wait times.
• Ensure the 365 front end procedures are followed.
• Maintain correct cash drawer set up funds and perform loans and pick-ups as needed.
• Process customer purchases, returns and credits.
• Ensure the highest retail standards are being met.
• Effectively delegate tasks based on the needs of the business.
• Follow all 365 Standard Operating Procedures (SOPs).
• Participate in fiscal period and quarter end inventories.
• Communicate all pertinent information to the team including leadership.
• Establish and maintain a collaborative and productive working relationship with Store Leadership, Team Leaders, fellow Floor Leads, Team Members, support partners, customers and vendors.
• Stay informed on all company and store level information and communications from Crave 365, regional and store leadership.
• Model 365 by Whole Foods Market vision and goals.
• Have a level of knowledge/awareness of relevant competitors and industry trends.
• Assist in operating the store in an efficient and profitable manner to achieve all sales, labor, budgeted expense targets and contribution goals while maximizing bottom line.
• Analyze and control product transfers and shrink.
• Run store shifts as Shift Leader for scheduled shifts, assist in setting clear expectations for Team Members.
• Maintain accurate retail pricing and proper signage throughout the store.
• Assist with interviewing, selecting, training, and developing Team Members in a manner, which builds and sustains a high performing team and minimizes turnover.
• Assist in ensuring Team Members are completing necessary trainings. Lead with a culture of development and learning. Continually increase the product knowledge level of yourself and team members, including on new products and promotions.
• Communicate any Team Member disciplinary or counseling needs to leadership immediately.
• Ensure that all Team Members are following 365 programs, including monitoring progress, and processing all required paperwork.
• Establish and maintain a positive work environment, which sustains an exceptionally high level of morale.
• Provide feedback to Team Leaders for Team Members job dialogues.
• Maintain and deliver exceptional customer service, set the benchmark for Team Members.
• Model and cultivate effective cross-store communication, including conducting effective store huddles.
• Monitor and ensure all TMs receive breaks and follow work schedules.
• Respond to customer and team member needs and concerns.
• Use courteous and proper phone etiquette when answering the phones and pages.
• Maintain comprehensive knowledge of and ensure compliance with relevant regulatory rules and standards, including: OSHA, Department of Labor, Health and Sanitation, FDA, Department of Agriculture, Weights and Measures, and Americans with Disabilities Act (ADA).
• Maintain and support overall store cleanliness and maintenance.
• Follow established food safety, organics, and cleaning and maintenance guidelines and procedures. Resolve all hazards or violations immediately.
• Ensure food, temperature, and safety logs are properly and accurately maintained.
• Work a variety of shifts including mornings, nights, weekends and holidays.
• Perform all duties and responsibilities of a Team Member, as needed.
• Attend all meetings as assigned by Leadership.

Knowledge, Skills, & Abilities

• Basic computer and accounting skills, with experience using the Microsoft Office Suite
• Ability to learn and use business systems such as IRMA, Predictix, and SLAW on a regular basis
• Proactive problem-solver with excellent follow-through and listening skills
• Clear and effective communication style, both written and verbal including in correspondences, customer service and team member interactions
• Thorough knowledge of products throughout the store or the ability to learn them quickly
• Strong organizational skills with a keen attention to detail
• Skilled in working in a fast paced, evolving environment with a strong ability to effectively prioritize, multi-task and complete tasks in a thorough and timely manner
• Proven ability to build and maintain positive relationships with individuals in positions throughout various levels of the business
• Supports the 365 culture and is an example of Whole Foods Market's Core Values
• Demonstrates responsibility and accountability in recognizing and accomplishing all tasks where there is a direct job responsibility
• Proven experience meeting all customer service expectations and standards when interacting with customers, vendors and fellow Team Members
• Proper use of, which may include but not limited to, knives, personal protective equipment, forklift, pallet jacks, hand trucks, six wheel carts, baler (must be 18 years of age or older) and all other equipment used during preparation and clean up within department and store
• Ability to work a flexible schedule based on the needs of the store
• Able to perform the physical requirements of the job with or without reasonable accommodation
• Desire to be a part of a new, exciting brand

Desired Work Experiences

• Leadership experience as a Supervisor, Associate Team Leader or equivalent (1 year)
• Prior retail experience is preferred

The wage range for this position is $19.05-$33.20 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). Click here for benefit details.

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be accurate or up to date and may even be fraudulent. We encourage and recommend all candidates to apply via our site.