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Whole Foods Market · 9 hours ago

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

University Place, WA

Full-time

Onsite

Mid, Senior Level

$25.10/hr - $42.50/hr

2+ years exp

Whole Foods Market is dedicated to nourishing people and the planet. In this role, you will lead the Customer Service & E-Commerce programs, focusing on enhancing the checkout experience and online grocery delivery and pickup while ensuring team productivity and program execution.

Consumer GoodsFood and BeverageGroceryOrganic FoodRetail

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

Qualification

Customer servicePerformance analysisTeam leadershipRetail experienceTask managementLabor utilizationTeam buildingAnalytical skillsTeaching abilityInventory managementMicrosoft OfficeMobile applicationsInterpersonal skillsMotivational skillsDecision-makingCommunication skills

Required

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

Experience leading high-volume teams

Ownership of work and team availability to work overtime during peak seasons and as needed year-round

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

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

Preferred

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

Enjoy analytical work and using data to provide solutions

See value in long-term thinking and large-scale impact on our company