Customer Service & E-Commerce Supervisor - Full Time

Whole Foods Market; Vienna (VA); On-site; USD 23,000 - 42,000; Full time

Benefits offered by this job

Store discount

Paid time off

Health & wellness programs

Financial wellness

Team Member perks access

Job summary

Whole Foods Market in Virginia is seeking a Supervisor to support Customer Service & E-Commerce programs. You will lead processes for checkout, grocery delivery and pickup, monitor KPIs, and optimize in-store and online order flow.

You will assist the Team Leader in coaching Team Members and ensuring safety, quality, and excellent service. You will balance customer service with online order completion, maintain store operations, and collaborate with store leadership and delivery partners to

Qualifications

• Retail experience of 12+ months.
• Strong analytical skills to identify root causes of underperformance.
• Excellent interpersonal and team-building abilities.
• Ability to teach and coach others effectively.
• Proficient with email and Microsoft Office.

Responsibilities

• Delivers outstanding customer experience and holds team accountable.
• Sets expectations for balancing in-store service and online orders.
• Monitors customer flow and assigns tasks for in-store and online order completion.
• Keeps aware of competitors and industry trends.
• Responds effectively to customer questions and concerns.
• Collaborates with department leaders, store leadership, and delivery partners.
• Fosters a positive, high-morale team environment.
• Maintains team member safety and security standards.
• Ensures compliance with health, safety, and regulatory rules.
• Coaches and mentors team members to sustain high performance.
• Maintains cleanliness and organization of workspaces and equipment.
• Communicates and models company values and goals.

Skills

Task management

Root cause analysis

Interpersonal skills

Team leadership

Teaching others

Microsoft Office

Job description

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.

The wage range for this position is $16.50-$30.20 Hourly, commensurate with experience.

Whole Foods Market offers "Whole Benefits".

Whole Benefits offers a wide range of benefits for Full and Part-Time Team Members.

• eligibility for a store discount
• paid time off
• financial wellness
• health & wellness support programs
• access to other Team Member perks

Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person’s date of hire and may vary based on work location, length of service, and job type (such as regular or seasonal).

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.