New Store Customer Service and E-Commerce Associate Team Leader (Assistant Department Manager) - Midlothian, VA - Fall 2026

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.
• Monitors the schedule to maintain in-store customer needs, online order capacity, and cognizant of labor budget.
• Sustains strong knowledge and awareness of relevant competitors and industry trends.
• Ensures an effective and efficient response to customer questions, requests, and/or concerns.
• Supports 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.
• Develops, coaches, mentors, and motivates Team Members in a manner that sustains a high performing Team and minimizes turnover.
• 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.

Skills

• Strong ability to perform task management, balancing dynamic customer flows.
• Demonstrated 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.
• 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.

Requirements

• 18+ months retail experience including 6+ months of supervisory 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 $19.05-$33.20 hourly.

Benefits

• 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 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).