Customer Service Team Leader (Front End Support Manager)

Whole Foods Market IP. L.P.; Medford (MA); On-site; USD 35,000 - 59,000; Full time

Benefits offered by this job

Whole Benefits

Store discount

Paid time off

Job summary

Whole Foods Market IP. L.P. is seeking a Store Support Leader to oversee daily operations, including cash management, expenses, buying, merchandising, labor, and regulatory compliance.

You will lead and develop Associate Team Leaders and Team Members, hire and coach staff, and ensure adherence to SOPs while promoting WFM values. The role demands managing customer service excellence, maintaining safety standards, and fostering a high-performance team in a fast-paced retail environment.

Qualifications

• Retail experience with 24+ months including 12+ months of team leadership.
• Ability to hire, develop, and separate team members in partnership with Store Leadership.
• Strong knowledge of product, pricing, merchandising, and inventory management.
• Excellent interpersonal and customer relationship skills.

Responsibilities

• Hold ATLs, supervisors and Team Members accountable for outstanding customer service.
• Define clear expectations to achieve high retail standards and minimize turnover.
• Participate in hiring and separations in partnership with Store Leadership.
• Ensure effective response to customer questions, requests, and concerns.
• Maintain Team Member safety and security standards.
• Build collaborative relationships with departmental and store leadership.
• Communicate objectives clearly to Team Members and vendors.
• Ensure compliance with regulatory rules and standards.
• Monitor competitors and industry trends to raise retail standards.
• Lead a high-performance team with coaching and timely evaluations.

Skills

Customer service

Leadership

Merchandising

Team building

Inventory

Communication

Regulatory compliance

Budgeting

Job description

Provides overall leadership to the Store Support team. Responsible for all aspects of daily operations including cash management, expense control, buying, merchandising, labor, regulatory compliance, and special projects as assigned. Leads and develops Associate Team Leaders and Team Members. Accountable for Team Member hiring, development, corrective actions and separations. All Whole Foods Market Retail jobs require ensuring a positive company image by providing courteous, friendly, and efficient service to customers and Team Members at all times. All positions must be performed in accordance with team and store Standard Operating Procedures. Further, Team Members must be prepared and able to perform the duties inherent in other Team Member job descriptions. All positions must strive to support WFM core values and goals, promote national, regional, and store programs and initiatives, and ensure adherence to all applicable health and safety regulations including Food Safety and regulatory duties required in the department.

Job Responsibilities:

• Holds ATLs, supervisors and Team Members accountable for delivering outstanding customer service.
• Defines and develops clear expectations to achieve the highest standards of retail execution. performance and minimizes 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; responds promptly to customer needs and questions.
• 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 WFM vision and goals.

Job Skills:

• Sustains exceptional level of knowledge and awareness of relevant competitors and industry trends.
• 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.
• Product knowledge.
• 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.

Experience:

• 24+ months retail experience including 12+ months of team leadership experience.

Physical Requirements / Working Conditions:

• Must be able to lift 50 pounds.
• In an 8-hour work day: 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.

Note:

The purpose of this document is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. This document does not reflect all job duties or requirements for every position. Requirements build as one progresses through the job levels, so any job duties required at a lower level may be required at the higher level in addition to the duties listed for that higher level. Duties, assignments, and other responsibilities may differ for similar positions based on business conditions, departmental or geographic location, and/or needs for the particular position. An individual must demonstrate successful performance in their current position before being considered for promotion. In addition, in order to promote into a higher-level position, a business need for the promotion must exist and the candidate must be considered the most qualified person for the new position. Completion of certain milestones such as obtaining an advanced degree or certification, time in current position, or developing skills to perform at the higher-level role do not guarantee a promotion.

The wage range for this position is $25.10-$42.50 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, including eligibility for a store discount, paid time off, financial wellness, health & wellness support programs, and 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). Click here for benefit details.

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.