E‑Commerce & Customer Service Lead

Whole Foods Market; Irving (TX); On-site; USD 30,858 - 55,655; Full time

Benefits offered by this job

Store discount

Paid time off

Health & wellness programs

Financial wellness

Job summary

Whole Foods Market is seeking a Team Leader to oversee Customer Service & E-Commerce programs, driving the checkout experience, online orders, and pickup/delivery at the assigned store.

You will lead ATLs, Supervisors, and Team Members, manage staffing, performance evaluations, and process improvements while ensuring safety and regulatory compliance. A strong focus on customer experience and team development is essential.

Qualifications

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

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.
• Responsible for the integrity of the schedule to maintain in-store customer needs, online order capacity, and cognizant of labor budget.
• Sustains exceptional knowledge and awareness of relevant competitors and industry trends.
• Ensures an effective and efficient response to customer questions, requests, and/or concerns.
• Establishes and maintains 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.
• Completing hiring and separation decisions in partnership with Store Leadership. Maintains awareness and adherence to staffing guidance.
• Develops, coaches, mentors, and motivates 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.
• Provides timely, thorough, and thoughtful performance evaluations.
• 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.

Skills

Task management

Labor utilization

Performance analysis

Communication

Team leadership

Customer service

Microsoft Office

Retail systems

Tools

MS Office

Retail systems

Dashboards

Job description

Whole Foods Market is seeking a Team Leader to oversee Customer Service & E-Commerce programs, driving the checkout experience, online orders, and pickup/delivery at the assigned store.

You will lead ATLs, Supervisors, and Team Members, manage staffing, performance evaluations, and process improvements while ensuring safety and regulatory compliance. A strong focus on customer experience and team development is essential.