Customer Service Team Leader (Front End Support Manager)

Whole Foods - Irving, TX

Full-time - Mid Level

Irving, TX

Food and Beverage Retailers

About the position

The Customer Service Team Leader (Front End Support Manager) at Whole Foods Market is responsible for leading the Customer Service and E-Commerce programs at the assigned store. This role focuses on ensuring an exceptional checkout experience and managing grocery delivery and pickup services. The Team Leader is accountable for daily operations, team productivity, safety, and quality of service, while also developing and mentoring team members to uphold 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.
• Responsible for the integrity of the schedule to maintain in-store customer needs, online order capacity, and cognizant of labor budget.
• Sustain exceptional knowledge and awareness of relevant competitors and industry trends.
• Ensure an effective and efficient response to customer questions, requests, and/or concerns.
• Establish and maintain 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.
• Complete hiring and separation decisions in partnership with Store Leadership. Maintain awareness and adherence to staffing guidance.
• Develop, coach, mentor, and motivate Team Members in a manner that sustains a high performing Team and minimizes turnover; ensure Team Members are trained in all required tasks and roles.
• Provide timely, thorough, and thoughtful performance evaluations.
• 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

• 24+ months retail experience including 12+ months of team leadership experience.
• Experience leading high-volume teams.
• Ownership of work and team, with availability to work overtime during peak seasons and as needed year-round.

Nice-to-haves

• Thrive in an ambiguous environment and motivate self and team to deliver when piloting new ways of working.
• Enjoy analytical work and using data to provide solutions.
• Value long-term thinking and large-scale impact on the company.