Customer Service Representative
4 weeks ago
Job Description
At Whole Foods Market, we're dedicated to providing exceptional customer experiences. In this role, you'll work closely with the Team Leader to lead and execute our Customer Service & E-Commerce programs. Your responsibilities will include managing the checkout experience, grocery delivery, and pickup services at our assigned store. You'll focus on driving safety, quality of online orders, and excellent customer experiences. Your tasks will also involve monitoring key performance indicators, visual cues, and metrics to assess the team's performance. You'll be responsible for daily operations, including managing capacity, labor utilization, and adherence to pick processes. Additionally, you'll manage cash handling, customer demand, labor utilization, and store processes.
Key Responsibilities
- Deliver outstanding customer service and hold Team Members accountable for delivering exceptional experiences.
- Establish clear expectations for balancing in-store customer service and online order completion.
- Monitor in-store and online customer flow, assign tasks, and balance the needs of all customers.
- Monitor schedules to maintain in-store customer needs, online order capacity, and labor budget.
- Stay up-to-date on relevant competitors and industry trends.
- Respond effectively to customer questions, requests, and concerns.
- Build collaborative relationships with departmental leaders, store leadership, and 1P/3P partners.
- Foster a positive environment of 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 to sustain a high-performing team.
- Maintain cleanliness of workspaces, including staging areas and coolers.
- Secure equipment, such as MSRs, phones, and currency counters.
- Identify process improvement opportunities and implement changes.
Requirements
- Strong task management and dynamic customer flow balancing skills.
- Demonstrated understanding of labor utilization and task management driving performance metrics and customer experiences.
- Strong analysis skills to root-cause underperformance.
- Effective communication and performance analysis presentation skills.
- Excellent interpersonal, motivational, team-building, and customer relationship skills.
- Ability to teach others in a positive and constructive manner.
- Demonstrated decision-making, leadership, and prioritization skills.
- Proficiency in email, Microsoft Office, and operations-related applications.
- Basic understanding of retail systems capabilities.
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