Customer Service & E-Commerce Associate Team Leader (Customer Service, In-Store Shopper Assistant Department Manager)

Whole Foods - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Food and Beverage Retailers

About the position

As an Associate Team Leader at Whole Foods Market, you will support the Team Leader in executing Customer Service and E-Commerce programs, focusing on enhancing the checkout experience and managing grocery delivery and pickup operations. Your role involves ensuring safety, quality, and productivity while monitoring key performance indicators to assess team performance. You will also be responsible for daily operations, regulatory compliance, and developing team members, all while promoting the company's core values and leadership principles.

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.