Customer Service Lead

2 weeks ago

Seattle, Washington, United States Whole Foods Market Full time

About Us
At Whole Foods Market, we are dedicated to nourishing people and the planet. We strive to create a work environment that is both safe and inspiring for our team members.

Job Summary
We are seeking a Customer Service Lead to support our grocery experience programs at one of our locations. This role will be responsible for driving safety, quality of outbound online orders, excellent pickup experience, team productivity, and program execution. The successful candidate will monitor key performance indicator metrics and visual cues in-store to assess the Team's performance in these areas. They will also oversee 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).

Key Responsibilities
- Deliver outstanding customer experience; and hold all Team Members accountable for delivering outstanding customer service.
- Establish clear expectations for balancing in-store customer service and completing online orders.
- Monitor in-store and online customer flow; assign customer service-related and online order completion tasks balancing the needs of all customers.
- Stay aware of relevant competitors and industry trends.
- Ensure an effective and efficient response to customer questions, requests, and/or concerns.
- Support collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, e.g., Amazon delivery drivers.
- Foster and encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
- Maintain Team Member safety and security standards.
- Ensure compliance with relevant regulatory rules and standards.
- Develop, coach, mentor, and motivate Team Members in a manner that sustains a high-performing Team and minimizes turnover.
- Maintain cleanliness of workspaces including staging area and coolers.
- Maintain security of equipment, e.g., MSRs, phones, currency counters.
- Proactively identify process improvement opportunities.
- Consistently communicate and model WFM core values, leadership principles, and supports goals.

Requirements
- 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.

Working Conditions
The ideal candidate should be able to lift 50 pounds. In an 8-hour workday, they should be able to stand/walk for 6-8 hours. Hand use should include single grasping, fine manipulation, pushing, and pulling. Work requires the following motions: bending, twisting, squatting, and reaching. There may be exposure to FDA-approved cleaning chemicals and temperatures up to 90 degrees Fahrenheit. The ability to work in a wet and cold environment is required. A flexible schedule including nights, weekends, and holidays as needed is also necessary. Additionally, the ability to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery, is essential.

Benefits
This position offers a competitive hourly rate of $23.25-$34.38, commensurate with experience. Our benefits package includes health insurance, retirement plan benefits, eligibility for a store discount, paid time off, and access to other benefit programs. Eligibility for these benefits is determined under the terms of the applicable benefits plan at the time of hire. 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. We hire and promote individuals solely based on qualifications for the position to be filled and business needs.

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