Customer Service Team Leader; Front End Support Manager

Provides overall leadership to the Store Support team. Responsible for all aspects of daily operations including cash management, expense control, buying, merchandising, labor, regulatory compliance, and special projects as assigned. Leads and develops Associate Team Leaders and Team Members. Accountable for Team Member hiring, development, corrective actions and separations. All Whole Foods Market Retail jobs require ensuring a positive company image by providing courteous, friendly, and efficient service to customers and Team Members at all times.

All positions must be performed in accordance with team and store Standard Operating Procedures. Further, Team Members 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.

• Hold ATLs, supervisors and Team Members accountable for delivering outstanding customer service.
• Define and develop clear expectations to achieve the highest standards of retail execution performance and minimize turnover.
• Make hiring and separation decisions in partnership with Store Leadership.
• Ensure an effective and efficient response to customer questions, requests, and/or concerns.
• Maintain Team Member safety and security standards.
• Establish and maintain collaborative and productive relationships with departmental and store leadership.
• Communicate objectives and relevant information clearly to Team Members.
• Establish and maintain positive and productive vendor relationships.
• Ensure compliance with relevant regulatory rules and standards.
• Sustain an exceptional level of knowledge/awareness of relevant competitors and industry trends.
• 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.

• Sustain an exceptional level of knowledge and awareness of relevant competitors and industry trends.
• Advanced knowledge of products, buying, pricing, merchandising, and inventory management.
• 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.

• 24+ months retail experience including 12+ months of team leadership experience.

• 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: less than 32 degrees Fahrenheit (freezing), 32‑40 degrees Fahrenheit (refrigerators), greater than 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.

The purpose of this document is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive…