Customer Service & E-Commerce Supervisor (Customer Service, In-Store Shopper Supervisor) - Full Time

Whole Foods-posted about 1 year ago
Full-time • Mid Level
Wilmington, NC
Food and Beverage Retailers
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The Customer Service & E-Commerce Supervisor at Whole Foods Market is responsible for overseeing the customer service and e-commerce operations at the assigned store. This role focuses on enhancing the checkout experience and managing grocery delivery and pickup services. The supervisor will lead a team to ensure safety, quality, and productivity while adhering to health and safety regulations and promoting the company's core values and leadership principles.

  • 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.
  • Seeks awareness of relevant competitors and industry trends.
  • Ensures an effective and efficient response to customer questions, requests, and/or concerns.
  • Supports 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.
  • Develops, coaches, mentors, and motivates Team Members in a manner that sustains a high performing Team and minimizes turnover.
  • 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.
  • 12+ months retail experience
  • 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.
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