Customer Service & E-Commerce Supervisor - Full Time

About the role

In this role, you will support the Customer Service & E-Commerce programs at Whole Foods Market, leading processes that enhance the checkout experience and grocery delivery & pickup at your assigned store. Your focus will be on driving safety, quality of outbound online orders, excellent pickup experiences, team productivity, and program execution. You will monitor key performance indicator metrics and in-store visual cues to assess team performance in these areas.

Responsibilities

• Deliver an 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 to balance the needs of all customers.
• Stay aware 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 areas 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.

Requirements

• 12+ months of retail experience.

Skills

• Ability to perform task management while balancing dynamic customer flows.
• Strong analytical skills to root cause underperformance (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.

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 bending, twisting, squatting, and reaching.
• Exposure to FDA-approved cleaning chemicals.
• Exposure to temperatures: <32°F (freezing), 32-40°F (refrigerators), >90°F.
• Ability to work in wet and cold environments.
• 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 $16.50–$30.20 per hour.

Benefits

Whole Foods Market offers "Whole Benefits," which include:

• 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 by the terms of the applicable plan at the date of hire and may vary based on work location, length of service, and job type (such as regular or seasonal).