The Customer Service Associate Team Leader performs all functions related to daily operations of the Customer Service department, including supplies control, maintenance of cash office and floor, and assisting Team Leader in training and supporting Team Members. Provides excellent customer service while serving and selling the highest quality foods. Abides by the strictest standards of physical and food safety, freshness and sanitation.

Principle Duties and Responsibilities

Customer Service:

Provide exceptional customer service, handle and ensure follow-up on all customer questions and concerns; Knowledge of WFM quality standards and the ability to explain to customers; Ensure department is participating in sales promotions, cross merchandising efforts, marketing events and samplings.

Leadership:

Recruit, interview, select, train, coach and evaluate new Team Members; discretely resolve all TM issues with leadership, monitor and ensure all TMs receive breaks and follow work schedules; Ensure a positive work environment that supports team morale, Ensure good department communication about events, news and goals; Ensure team member development with consistent and timely performance reviews

Operations:

Create a labor schedule to leverage productivity within the needs of the department; Ensure department orders for equipment, supplies and product are timely and accurate; Maintain accurate retail pricing and signage;

Oversee sampling of store products to the customers; Maintain back stock supply areas; Analyze and control product transfers, waste and spoilage; Conduct scheduled inventories and submit reports; Oversee adjustment of displays according to movement, promotions and profitability; Maintain correct cash drawer setup funds; Exchange cash and change with bookkeepers; Process customer returns and credits. Authorize check and credit card transactions; Direct gift card sales and promotion; Enter Breaker information at the end of each sales day; Accept and process product from Receiver; Schedule and lead department team meetings; Coordinate/supervise seasonal basket sales and Front End personnel; Perform Team Member duties as required and other duties as assigned by store Leadership.

Safety & Sanitation:

Ensure proper safety and food safety training for all team members, Resolve all safety or sanitation issues with leadership, Ensure food and temperature logs are properly and accurately maintained, ensure safe working conditions and environments for team members, ensure proper cleaning and maintenance schedules are being followed for equipment and department

2.    Thorough knowledge of relevant technologies and cash room procedures.
3.        Ability to anticipate and accept changing roles, directions and work methodologies. Embraces change, trends, new ideas and solutions
4.    Ability to establish a reputation for integrity, honesty, candor, fairness and reliability by demonstrating sound personal and business ethics, behaviors, and values
5.    Ability to deliver information in a clear and respectable manner to fellow team members, customers and vendors using verbal, written, presentation and listening skills.
6.    Working understanding of Customer Service department and team.
7.    Working understanding of and compliance with all WFM policies and procedures.
8.        Meet all customer service expectations and standards in all interactions with customers, vendors and fellow team members.
9.    Ability to complete all tasks in a thorough and timely manner.
10.    Working understanding of and compliance with all WFM quality goals, and thorough product knowledge.
11.    Working knowledge and application of all merchandising expectations within the department with a specific focus on attention to detail.
12.    Ability to handle a wide variety of customer service situations effectively.
13.        Must be self motivated and solution oriented with the ability to take action and control's one work and decision making in autonomous ways
14.    Ability to make sound decisions based on pertinent facts and good judgment while considering the impact on team members, customers, and organization
15.    Supports a sense of community by collaborating with fellow team members to achieve group or organizational goals, supports a philosophy of "shared fate"
16.    Proven ability to lead, train, develop, motivate and inspire team members
17.    Basic Computer and Accounting Skills
18.    Ability to learn and practice safe lifting techniques and safely use/operate all necessary tools and equipment
19.    Ability to work a flexible schedule including nights, weekends and holidays

Working Conditions

1.    Repetitive stretching and lifting required (up to 40 lbs.)
2.    In an 8 hour work day: standing/walking up to 6-8 hours, sometimes on slick and/or uneven surfaces
3.    Repetitive use of hands including power grasping and fine manipulation
4.    Work requires the following motions: bending, twisting, squatting, climbing and reaching
5.    Some exposure to dust, gas, fumes and chemicals
6.    Exposure to temperature variations and wet conditions
7.    Requires mental and physical dexterity
8.    Exposure to continuous background and occasional loud noises
9.    Must use all required, provided PPE (personal protection equipment)
10.    Must wear slip resistant shoes (see approved list)
11.    May work with motorized tools and equipment (including driving)
12.    Sitting and heavy computer use for extended periods of time, up to 6-8 hours
13.    Repetition of duties

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.