Customer Service & E-Commerce Supervisor - Full Time

Whole Foods Market; Rochester Hills (MI); On-site; USD 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Service & E-Commerce Supervisor to lead a dynamic team in enhancing the customer experience. This full-time role involves overseeing the checkout process and grocery delivery, ensuring safety and quality while driving team productivity. You'll be instrumental in fostering a positive work environment and maintaining high standards of service. If you're passionate about customer service and team leadership, this opportunity offers a chance to make a significant impact in a fast-paced retail setting.

Qualifications

• 12+ months retail experience is required.
• Strong analysis skills to root cause underperformance.

Responsibilities

• Deliver outstanding customer experience and hold Team Members accountable.
• Monitor in-store and online customer flow effectively.

Skills

Customer Service

Team Leadership

Task Management

Analytical Skills

Interpersonal Skills

Education

High School Diploma

Retail Experience

Tools

Microsoft Office

Email Applications

Job description

Customer Service & E-Commerce Supervisor - Full Time

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Customer Service & E-Commerce Supervisor - Full Time

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At Whole Foods Market, we are working to nourish people and the planet. In this role, you will support the Customer Service & E-Commerce programs; this means you lead processes supporting the checkout experience and grocery delivery & pickup at your assigned store. You will focus on driving safety, quality of outbound online orders, excellent pickup experience, team productivity, and program execution. You will monitor key performance indicator metrics and visual cues in-store to assess the Team’s performance in these areas. You are responsible for daily operations including managing capacity, labor utilization, adherence to pick processes, and drop of task execution (for E-Commerce); and, cash management, customer demand management, labor utilization, and execution of store processes (for Customer Service). As the Supervisor, you support the Team Leader in leading and developing Team Members. You must strive to support WFM core values, Leadership Principles, and goals, promote national, geographic-specific, store programs and initiatives, and ensure adherence to all applicable health and safety regulations.

Job 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.
  
  

Job Skills

• 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.
  
  

Qualifications

• 12+ months retail experience
  
  

Physical Requirements/Working Conditions

• Must be able to lift 50 lbs.
• In an 8-hour workday: standing/walking 6-8 hours.
• Hand use: Single grasping, fine manipulation, pushing and pulling.
• Work requires the following motions: bending, twisting, squatting, and reaching
• Exposure to FDA approved cleaning chemicals
• Exposure to temperatures <32 degrees Fahrenheit (freezing), 32-40 degrees Fahrenheit (refrigerators), >90 degrees Fahrenheit
• Ability to work in a wet and cold environment.
• Ability to work a flexible schedule including nights, weekends, and holidays as needed.
• Ability to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.
  
  

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs. Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be accurate or up to date and may even be fraudulent. We encourage and recommend all candidates to apply via our site.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Retail

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