Whole Foods Market
Customer Service & E-Commerce Associate Team Leader (Customer Service, In-Store
Whole Foods Market, Atlanta, Georgia, United States, 30383
Customer Service & E-Commerce Associate Team Leader (Customer Service, In-Store Shopper Assistant Department Manager)
Base pay range
$19.05/hr - $33.20/hr
In this role, you will support the Team Leader in leading and executing the Customer Service & E-Commerce programs; this means you are responsible for the checkout experience and grocery delivery & pickup at your assigned store. You will focus 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 in these areas. You are responsible for daily operations including managing capacity, labor utilization, adherence to pick processes, and drop of task execution (for E-Commerce); and, cash management, customer demand management, labor utilization, and execution of store processes (for Customer Service). You may also be responsible for aspects of non‑inventory supplies management & expense control.
Job Responsibilities
Delivers outstanding customer experience; holds all Team Members accountable.
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 customers.
Monitors the schedule to maintain in‑store customer needs, online order capacity, and labor budget.
Sustains strong knowledge of competitors and industry trends.
Ensures an effective and efficient response to customer questions, requests, and/or concerns.
Supports collaborative relationships with departmental leaders, store leadership, and 1P/3P partners.
Fosters positive teamwork, mutual respect, and exceptional morale.
Maintains Team Member safety and security standards.
Ensures compliance with regulatory rules and standards.
Develops, coaches, mentors, and motivates Team Members to sustain a high‑performing team and minimize 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.
Job Skills
Strong ability to perform task management, balancing dynamic customer flows.
Understanding of how labor utilization and task management drive performance metrics and customer experience.
Strong analysis skills to root cause underperformance.
Strong ability to communicate performance analysis findings and actions.
Excellent interpersonal, motivational, team building and customer relationship skills.
Capable of teaching others positively and constructively.
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 retail system capabilities.
Qualifications
18+ months retail experience including 6+ months of supervisory experience.
Physical Requirements / Working Conditions
Must be able to lift 50 lbs.
Stand/walk 6‑8 hours in an 8‑hour workday.
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
90° F.
Able to work in wet and cold environment.
Able to work flexible schedule including nights, weekends, and holidays as needed.
Able to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.
The wage range for this position is $19.05‑$33.20 Hourly, commensurate with experience. Whole Foods Market offers “Whole Benefits”. Whole Benefits may include health insurance, retirement plan benefits, eligibility for a store discount, paid time off and access to other benefit programs. Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person’s date of hire. For additional information, visit our Whole Foods Market Careers site: https://careers.wholefoodsmarket.com/benefits.
At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.
Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be an accurate or up‑to‑date and may even be fraudulent. We encourage and recommend all candidates to apply via our site.
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In this role, you will support the Team Leader in leading and executing the Customer Service & E-Commerce programs; this means you are responsible for the checkout experience and grocery delivery & pickup at your assigned store. You will focus 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 in these areas. You are responsible for daily operations including managing capacity, labor utilization, adherence to pick processes, and drop of task execution (for E-Commerce); and, cash management, customer demand management, labor utilization, and execution of store processes (for Customer Service). You may also be responsible for aspects of non‑inventory supplies management & expense control.
Job Responsibilities
Delivers outstanding customer experience; holds all Team Members accountable.
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 customers.
Monitors the schedule to maintain in‑store customer needs, online order capacity, and labor budget.
Sustains strong knowledge of competitors and industry trends.
Ensures an effective and efficient response to customer questions, requests, and/or concerns.
Supports collaborative relationships with departmental leaders, store leadership, and 1P/3P partners.
Fosters positive teamwork, mutual respect, and exceptional morale.
Maintains Team Member safety and security standards.
Ensures compliance with regulatory rules and standards.
Develops, coaches, mentors, and motivates Team Members to sustain a high‑performing team and minimize 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.
Job Skills
Strong ability to perform task management, balancing dynamic customer flows.
Understanding of how labor utilization and task management drive performance metrics and customer experience.
Strong analysis skills to root cause underperformance.
Strong ability to communicate performance analysis findings and actions.
Excellent interpersonal, motivational, team building and customer relationship skills.
Capable of teaching others positively and constructively.
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 retail system capabilities.
Qualifications
18+ months retail experience including 6+ months of supervisory experience.
Physical Requirements / Working Conditions
Must be able to lift 50 lbs.
Stand/walk 6‑8 hours in an 8‑hour workday.
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
90° F.
Able to work in wet and cold environment.
Able to work flexible schedule including nights, weekends, and holidays as needed.
Able to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.
The wage range for this position is $19.05‑$33.20 Hourly, commensurate with experience. Whole Foods Market offers “Whole Benefits”. Whole Benefits may include health insurance, retirement plan benefits, eligibility for a store discount, paid time off and access to other benefit programs. Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person’s date of hire. For additional information, visit our Whole Foods Market Careers site: https://careers.wholefoodsmarket.com/benefits.
At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.
Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be an accurate or up‑to‑date and may even be fraudulent. We encourage and recommend all candidates to apply via our site.
#J-18808-Ljbffr