Customer Service & E-Commerce Associate Team Leader (Customer Service, In-Store Shopper Assista[...]

Whole Foods Market; Austin (TX); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service & E-Commerce Associate Team Leader to enhance customer experiences and support team productivity. In this role, you will oversee the checkout experience and grocery delivery, ensuring a seamless process for customers. You will lead a team, monitor performance indicators, and implement improvements while fostering a positive work environment. This position offers a unique opportunity to make a significant impact in a fast-paced setting, where your leadership and customer service skills will shine. Join a team that values safety, quality, and teamwork, and help drive the success of our E-Commerce programs.

Qualifications

• Minimum of 18 months of retail experience, including supervisory role.
• Strong ability to manage dynamic customer flows and tasks.

Responsibilities

• Deliver outstanding customer experience and manage team performance.
• Monitor customer flow and assign tasks effectively.
• Ensure compliance with safety and regulatory standards.

Skills

Task Management

Customer Relationship Skills

Analytical Skills

Effective Communication

Leadership Skills

Education

Retail Experience

Tools

Microsoft Office

Operational Applications

Mobile Apps

Job description

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

Join to apply for the Customer Service & E-Commerce Associate Team Leader (Customer Service, In-Store Shopper Assistant Department Manager) role at Whole Foods Market.

At Whole Foods Market, we are working to nourish people and the planet. In this role, you will support the Team Leader in leading and executing the Customer Service & E-Commerce programs. You will be responsible for the checkout experience, grocery delivery, and pickup at your assigned store. Your focus will be on safety, quality of outbound online orders, excellent pickup experience, team productivity, and program execution. You will monitor key performance indicators and visual cues in-store to assess team performance. Daily operations include managing capacity, labor utilization, adherence to pick processes, and execution of drop-off tasks for E-Commerce; and, cash management, customer demand management, and store process execution for Customer Service. You may also oversee non-inventory supplies and expense control, ensure regulatory compliance, and handle special projects or assignments. As an Associate Team Leader, you support the Team Leader in developing team members, participate in hiring, and promote Whole Foods Market core values, leadership principles, and initiatives, ensuring health and safety regulations are followed.

Job Responsibilities

• Deliver outstanding customer experience and hold 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 balance service needs.
• Manage schedules to meet customer demand, online order capacity, and labor budgets.
• Maintain knowledge of industry trends and competitors.
• Respond effectively to customer questions, requests, and concerns.
• Build collaborative relationships with departmental leaders, store leadership, and partners such as Amazon delivery drivers.
• Foster a positive environment of teamwork, respect, and morale.
• Ensure team member safety and security standards.
• Ensure compliance with all relevant regulations.
• Develop, coach, mentor, and motivate team members to sustain high performance and reduce turnover.
• Maintain cleanliness of workspaces.
• Secure equipment and supplies.
• Identify opportunities for process improvements.
• Communicate and model Whole Foods Market core values and leadership principles, supporting store goals.

Job Skills

• Ability to manage tasks and balance dynamic customer flows.
• Understanding of how labor utilization and task management impact performance and customer experience.
• Strong analytical skills to identify root causes of performance issues.
• Effective communication skills, both verbal and written.
• Excellent interpersonal, motivational, team-building, and customer relationship skills.
• Ability to teach and develop others positively.
• Decision-making, leadership, prioritization, and delegation skills.
• Proficiency with email, Microsoft Office, and operational applications.
• Proficiency with mobile apps, dashboards, and basic retail systems understanding.

Qualifications

• At least 18 months of retail experience, including 6+ months in a supervisory role.

Physical Requirements & Working Conditions

• Ability to lift 50 lbs.
• Stand/walk for 6-8 hours in an 8-hour workday.
• Use of hands for grasping, manipulation, pushing, and pulling.
• Physical motions include bending, twisting, squatting, and reaching.
• Exposure to FDA-approved cleaning chemicals.
• Work in temperatures below 32°F (freezing), 32-40°F (refrigeration), and above 90°F.
• Work in wet and cold environments.
• Flexible schedule including nights, weekends, and holidays.
• Use of tools and heavy machinery such as box cutters and electric pallet jacks.