Customer Service Team Lead

3 weeks ago

Étreux, Hauts-de-France, United States Whole Foods Market IP, L.P. Full time
Job Description

As a Customer Service Team Lead at Whole Foods Market, you will play a key role in ensuring a positive company image by providing courteous, friendly, and efficient service to customers and team members at all times. You will assist the Team Leader in all aspects of daily operations, including cash management, expense control, buying, merchandising, labor, regulatory compliance, and special projects as assigned. You will lead and develop team members, and all positions must be performed in accordance with team and store Standard Operating Procedures. You 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.

Key Responsibilities:
  • Model and deliver outstanding customer service.
  • Set and achieve the highest standards of retail execution.
  • Work with the Team Leader to achieve cost, margin, expense, and labor targets.
  • Follow through on all customer questions and requests; resolve concerns as needed.
  • Work with the Team Leader to resolve team concerns or issues.
  • Evaluate and document team member work performance.
  • Function as the point person and departmental person in charge in the absence of the Team Leader.
  • Consistently communicate and model WFM vision and goals.
  • Set and achieve the highest standards of retail execution.
  • Foster and encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
  • Maintain awareness of customer flows and needs and direct team members as necessary to satisfy and delight customers; respond promptly to customer needs and questions.
  • Select, train, develop, mentor, motivate, and counsel team members in a manner that sustains a high-performance team and minimizes turnover.
  • Provide timely, thorough, and thoughtful performance evaluations.
  • Consistently communicate and model WFM vision and goals.
Requirements:
  • High energy, enthusiastic, and displays an affinity for our products, core values, and company philosophy.
  • Demonstrates advanced product knowledge, maintains awareness of new products.
  • Growth mindset towards greater responsibility and ownership.
  • Desire to coach and mentor others for growth.
  • 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.
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: 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.

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.

Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be accurate or up to date and may even be fraudulent. We encourage and recommend all candidates to apply via our site.

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