Customer Service & E-Commerce Supervisor

About the Role

Support the Customer Service & E-Commerce programs by leading processes that impact the checkout experience, grocery delivery, and pickup at your assigned store. Focus on driving safety, quality of outbound online orders, excellent pickup experience, team productivity, and program execution. Monitor key performance indicator metrics and visual cues to assess team performance.

Key Responsibilities

• Deliver outstanding customer experience and hold all Team Members accountable for delivering outstanding customer service.
• Establish clear expectations for balancing in-store customer service and completing online orders.
• Monitor in-store and online customer flow; assign customer service-related and online order completion tasks, balancing the needs of all customers.
• Seek awareness of relevant competitors and industry trends.
• Ensure an effective and efficient response to customer questions, requests, and/or concerns.
• Support collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners (e.g., Amazon delivery drivers).
• Foster and encourage a positive environment of outstanding 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 and minimize turnover.
• Maintain cleanliness of workspaces, including staging areas and coolers.
• Maintain security of equipment (e.g., MSRs, phones, currency counters).
• Proactively identify process improvement opportunities.
• Consistently communicate and model WFM core values, leadership principles, and support goals.

Daily Operations

• E-Commerce: Manage capacity, labor utilization, adherence to pick processes, and drop-off task execution.
• Customer Service: Cash management, customer demand management, labor utilization, and execution of store processes.

Requirements & Tech Stack

• Microsoft Office
• Operations-related applications
• Email

Qualifications

• 12+ months retail experience
• Ability to perform task management, balancing dynamic customer flows.
• Strong analysis skills to root cause underperformance (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.

Physical Requirements/Working Conditions

• Ability to lift 50 lbs.
• In an 8-hour workday: 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:
• <32 degrees Fahrenheit (freezing)
• 32-40 degrees Fahrenheit (refrigerators)

• 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.