Senior Customer Service & E-Commerce Team Lead

Whole Foods Market IP. L.P.; Boston (MA); On-site; USD 29,000 - 48,000; Full time

Benefits offered by this job

Whole Benefits

Job summary

Whole Foods Market is seeking an Associate Team Leader to support the Team Leader in driving Customer Service and E-Commerce programs, focusing on checkout experience and grocery delivery/pickup at the store. You will monitor KPIs, balance in-store and online order work, and help lead a high-performing team while ensuring safety and policy compliance.

You will develop team members, participate in hiring, and coordinate with store leadership and partners.

Qualifications

• 18+ months retail experience including 6+ months of supervisory experience.
• Ability to lift up to 50 lbs and work in a dynamic, fast-paced environment.
• Proficient with email, Microsoft Office, and operations-related applications.

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.
• Monitors the schedule to maintain in-store customer needs, online order capacity, and cognizant of labor budget.
• Sustains knowledge of competitors and industry trends; responds to customer questions and concerns.
• Supports relationships with departmental leaders, store leadership, and 1P/3P partners (e.g., Amazon delivery drivers).
• Fosters a positive environment of teamwork, mutual respect, and morale; maintains safety and security standards.
• Ensures compliance with regulatory rules and standards; coaches and motivates team members to reduce turnover.

Skills

Task management

Labor utilization

Performance analysis

Communication (verbal/written)

Interpersonal skills

Leadership

Delegation

Proficiency with email

Microsoft Office

Retail systems knowledge

Tools

Microsoft Office

Email proficiency

Retail software / dashboards

Job description

Whole Foods Market is seeking an Associate Team Leader to support the Team Leader in driving Customer Service and E-Commerce programs, focusing on checkout experience and grocery delivery/pickup at the store. You will monitor KPIs, balance in-store and online order work, and help lead a high-performing team while ensuring safety and policy compliance.

You will develop team members, participate in hiring, and coordinate with store leadership and partners.