Customer Service & E-commerce Team Leader

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.
• Maintains exceptional knowledge and awareness of relevant competitors and industry trends.
• Ensures an effective and efficient response to customer questions, requests, and/or concerns.
• Fosters and encourages a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
• Maintains Team Member safety and security standards.
• Sustains exceptional knowledge and awareness of relevant competitors and industry trends.
• Ensures compliance with relevant regulatory rules and standards.
• Completes 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).
• 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.

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.
• Motions: bending, twisting, squatting, and reaching.
• Exposure to FDA approved cleaning chemicals.
• Exposure to temperatures 90 degrees Fahrenheit.
• Exposure to 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 and Benefits

The wage range for this position is $23.60-$42.50 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).