Customer Service Team Leader (Customer Service, Front End Support Manager)

Whole Foods - Akron, OH

Full-time - Mid Level

Akron, OH

10,001+ employees

Food and Beverage Retailers

About the position

The Customer Service Team Leader at Whole Foods Market is responsible for providing overall leadership to the Store Support team, ensuring efficient daily operations, and maintaining high standards of customer service. This role involves managing cash, expenses, merchandising, and compliance while developing and mentoring team members to foster a positive work environment.

Responsibilities

• Holds Associate Team Leaders (ATLs), supervisors, and Team Members accountable for delivering outstanding customer service.
• Defines and develops clear expectations to achieve the highest standards of retail execution and minimize turnover.
• Makes hiring and separation decisions in partnership with Store Leadership.
• Ensures an effective and efficient response to customer questions, requests, and/or concerns.
• Maintains Team Member safety and security standards.
• Establishes and maintains collaborative and productive relationships with departmental and store leadership.
• Communicates objectives and relevant information clearly to Team Members.
• Establishes and maintains positive and productive vendor relationships.
• Ensures compliance with relevant regulatory rules and standards.
• Sustains exceptional level of knowledge/awareness of relevant competitors and industry trends.
• Sets and achieves the highest standards of retail execution.
• Fosters and encourages a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
• Maintains awareness of customer flows and needs and directs Team Members as necessary to satisfy and delight customers.
• Selects, trains, develops, mentors, motivates, and counsels Team Members in a manner that sustains a high-performance team and minimizes turnover.
• Provides timely, thorough, and thoughtful performance evaluations.
• Consistently communicates and models Whole Foods Market vision and goals.

Requirements

• 24+ months retail experience including 12+ months of team leadership experience.
• Advanced knowledge of products, buying, pricing, merchandising, and inventory management.
• Excellent interpersonal, motivational, team building, and customer relationship skills.
• Capable of teaching others in a positive and constructive manner.
• Advanced knowledge of regulatory and safety policies and procedures.
• Proficient mathematical skills for assessing financial performance, monitoring profitability, and managing inventory.
• Demonstrated decision-making ability, leadership skills, and ability to prioritize and delegate.
• Proficiency with email, Microsoft Office, and operations-related applications.