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

$44,824 - $72,800/Yr

Whole Foods - Boulder, CO

Full-time - Mid Level

Boulder, CO

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

• Deliver outstanding customer experience and hold all Team Members accountable for delivering outstanding customer service.
• Establish clear expectations for balancing in-store customer service and completing online orders.
• Monitor in-store and online customer flow; assign customer service-related and online order completion tasks balancing the needs of all customers.
• Monitor the schedule to maintain in-store customer needs, online order capacity, and cognizant of labor budget.
• Sustain strong knowledge and awareness of relevant competitors and industry trends.
• Ensure an effective and efficient response to customer questions, requests, and/or concerns.
• Support collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, e.g., Amazon delivery drivers.
• Foster and encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
• Maintain Team Member safety and security standards.
• Ensure compliance with relevant regulatory rules and standards.
• Develop, coach, mentor, and motivate Team Members in a manner that sustains a high performing Team and minimizes turnover.
• Maintain cleanliness of workspaces including staging area and coolers.
• Maintain security of equipment, e.g., MSRs, phones, currency counters.
• Proactively identify process improvement opportunities.
• Consistently communicate and model WFM core values, leadership principles, and support 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.

Benefits

• Health insurance
• Retirement plan benefits
• Eligibility for a store discount
• Paid time off
• Access to other benefit programs