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

Whole Foods - Jackson, WY

Full-time - Mid Level

Jackson, WY

Food and Beverage Retailers

About the position

At Whole Foods Market, we are committed to nourishing people and the planet. 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. Your focus will be on driving safety, ensuring the quality of outbound online orders, providing an excellent pickup experience, enhancing team productivity, and executing programs effectively. You will monitor key performance indicator metrics and visual cues in-store to assess the Team's performance in these areas. Your daily operations responsibilities will include managing capacity, labor utilization, adherence to pick processes, and execution of drop-off tasks for E-Commerce. Additionally, you will oversee cash management, customer demand management, labor utilization, and the execution of store processes for Customer Service. You may also be responsible for managing non-inventory supplies and expense control. Regulatory compliance is crucial, and you may be assigned special projects or tasks. As the Associate Team Leader, you will support the Team Leader in leading and developing Team Members, and you may participate in hiring activities. It is essential to uphold Whole Foods Market's core values, Leadership Principles, and goals, while promoting national, geographic-specific, and store programs and initiatives, ensuring adherence to all applicable health and safety regulations.

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.