Customer Service & E-Commerce Supervisor (Customer Service, In-Store Shopper Supervisor)

Whole Foods - Rydal, PA

Full-time - Mid Level

Rydal, PA

Food and Beverage Retailers

About the position

The Customer Service & E-Commerce Supervisor at Whole Foods Market is responsible for overseeing the customer service and e-commerce operations within the store. This role focuses on enhancing the checkout experience, managing grocery delivery and pickup processes, and ensuring team productivity while adhering to safety and quality standards. The supervisor will monitor performance metrics, manage daily operations, and support the development of 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.
• Seeks 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

• 12+ months retail experience
• Ability to perform task management, balancing dynamic customer flows.
• Strong analysis skills to root cause underperformance (either observed or demonstrated by metric performance).
• Excellent interpersonal, motivational, team building and customer relationship skills.
• Capable of teaching others in a positive and constructive manner.
• Proficient with email, Microsoft Office, and operations-related applications.