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

$49,088 - $88,400/Yr

Whole Foods - Beverly Hills, CA

Full-time - Mid Level

Beverly Hills, CA

10,001+ employees

Food and Beverage Retailers

About the position

The Customer Service & E-Commerce Team Leader at Whole Foods Market is responsible for overseeing the Customer Service and E-Commerce programs within the store. This role focuses on ensuring an exceptional checkout experience, managing grocery delivery and pickup, and driving team productivity. The Team Leader is accountable for daily operations, including labor utilization, cash management, and compliance with health and safety regulations, while also leading and developing a team of associates.

Responsibilities

• Deliver outstanding customer experience and hold all Team Members accountable for service quality.
• Establish clear expectations for balancing in-store customer service and online order completion.
• Monitor customer flow and assign tasks to meet customer needs effectively.
• Maintain the integrity of the schedule to balance in-store and online order capacity.
• Sustain knowledge of competitors and industry trends to enhance service delivery.
• Ensure effective responses to customer inquiries and concerns.
• Build collaborative relationships with departmental leaders and partners.
• Foster a positive team environment and maintain morale.
• Ensure compliance with safety and regulatory standards.
• Participate in hiring and separation decisions with Store Leadership.
• Develop, coach, and motivate Team Members to sustain high performance.
• Conduct performance evaluations and provide constructive feedback.
• Maintain cleanliness and security of workspaces and equipment.
• Identify and implement process improvement opportunities.
• Communicate and model company values and leadership principles.

Requirements

• 24+ months of retail experience, including 12+ months of team leadership experience.
• Experience leading high-volume teams.
• Ability to work overtime during peak seasons and as needed year-round.
• Strong task management skills and understanding of labor utilization.
• Excellent analysis skills to identify root causes of performance issues.
• Strong communication skills for performance analysis and team motivation.
• Proficient in Microsoft Office and operations-related applications.
• Ability to maintain inventory and manage supplies.

Nice-to-haves

• Experience in an ambiguous environment and ability to pilot new working methods.
• Enjoyment of analytical work and using data for solutions.
• Long-term thinking with a focus on large-scale impact.

Benefits

• Paid time off
• Retirement plan
• Store discount
• Health insurance
• Access to other benefit programs