Customer Service Associate Team Leader (Front End Support Assistant Manager)-Full Time

Whole Foods - Dallas, TX

Full-time - Entry Level

Dallas, TX

Food and Beverage Retailers

About the position

The Customer Service Associate Team Leader at Whole Foods Market plays a crucial role in supporting the Team Leader in managing the Customer Service and E-Commerce programs. This position focuses on enhancing the checkout experience and overseeing grocery delivery and pickup operations. The Associate Team Leader is responsible for ensuring safety, quality, and productivity while monitoring performance metrics and compliance with health regulations. This role also involves developing team members and fostering a positive work environment.

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.

Requirements

• 18+ months retail experience including 6+ months of supervisory experience.
• 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.