Customer Service & E-Commerce Supervisor - Full Time

About the role

In this role, you will support the Customer Service & E-Commerce programs at your assigned store. You will lead processes supporting the checkout experience and grocery delivery & pickup, focusing on driving safety, quality of outbound online orders, excellent pickup experience, team productivity, and program execution. You will monitor key performance indicator metrics and visual cues in-store to assess the Team’s performance. Responsibilities include daily operations such as managing capacity, labor utilization, adherence to pick processes, drop of task execution (for E-Commerce), cash management, customer demand management, and execution of store processes (for Customer Service). As the Supervisor, you support the Team Leader in leading and developing Team Members while promoting Whole Foods Market’s core values, Leadership Principles, and goals.

Responsibilities

• Deliver outstanding customer experience and hold all Team Members accountable for delivering outstanding customer service.
• Establish clear expectations for balancing in-store customer service and completing online orders.
• Monitor in-store and online customer flow; assign customer service-related and online order completion tasks balancing the needs of all customers.
• Seek awareness of relevant competitors and industry trends.
• Ensure an effective and efficient response to customer questions, requests, and/or concerns.
• Support collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners (e.g., Amazon delivery drivers).
• Foster and encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
• Maintain Team Member safety and security standards.
• Ensure compliance with relevant regulatory rules and standards.
• Develop, coach, mentor, and motivate Team Members to sustain a high-performing Team and minimize turnover.
• Maintain cleanliness of workspaces including staging area and coolers.
• Maintain security of equipment (e.g., MSRs, phones, currency counters).
• Proactively identify process improvement opportunities.
• Consistently communicate and model Whole Foods Market core values, leadership principles, and support goals.

Skills

• Ability to perform task management, balancing dynamic customer flows.
• Strong analysis skills to root cause underperformance (either observed or demonstrated by metric performance).
• Excellent interpersonal, motivational, team building, and customer relationship skills.
• Capable of teaching others in a positive and constructive manner.
• Proficient with email, Microsoft Office, and operations-related applications.

Qualifications

• 12+ months of retail experience.

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.

Pay

The wage range for this position is $15.50 - $29.20 per hour.

Benefits

Whole Foods Market offers "Whole Benefits," including:

• Eligibility for a store discount.
• Paid time off.
• Financial wellness programs.
• Health & wellness support programs.
• Access to other Team Member perks.

Eligibility for Whole Benefits is determined under the terms of the applicable 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).