Job Description

Works closely with the Team Leaders and Floor Leads to ensure smooth operation. Assists with maintaining break schedules, supervision, support, training of Team Members, and managing the day-to-day flow. Provides exemplary service to customers while supporting leadership in maintaining regional and 365 standards.

Customer Service Specialist

Responsibilities

• Provide exceptional customer service and address needs of customers in a timely and effective manner while following all Whole Foods Market 365 guidelines and Standard Operating Procedures (SOPs).
• Actively manage work flow on the front end, manage customer flow, and keep 365 Team Leader and Store Leadership informed of all events that affect the front end, including performance and policy issues.
• Ensure that all shelves and displays are properly stocked and front facing; rotate products and remove out-of-date products.
• Establish and maintain a collaborative and productive working relationship with Store Leadership, Team Leaders, Floor Leads, fellow Team Members, support partners, customers and vendors.
• Stay informed on all company and store level information from leadership.
• Maintain a level of knowledge/awareness of relevant competitors and industry trends.
• Complete all training and focus on increasing product knowledge; maintain awareness of new products and promotions.
• Support overall store cleanliness and maintenance and work in multiple areas throughout the store.
• Follow through on all customer questions and requests, including processing returns and credits when needed.
• Establish and maintain a positive work environment that supports a high Team Member morale.
• Effectively delegate tasks based on the needs of the store.
• Follow all Customer Service Security policies and Global Cash Variance Policy (CVP).
• Support Zone coaches in training of new and existing Team Members to build and sustain a high-performance crossed trained team, utilizing learning checklists and training materials.
• Schedule and monitor Team Member break and lunch periods.
• Assist in ensuring department orders for equipment, supplies and products are timely and accurate
• Assist in maintaining back stock supply areas; analyze and control product transfers, waste and spoilage
• Assist in maintaining Customer Service retailing program and ensure ESL and pricing are accurate.
• Communicate with Team Members regarding all zone operations and company information.
• Know all functions of the register system and all Whole Foods Market 365 cash handling procedures and regulations.
• Become knowledgeable of and oversee all operations of the cash office; maintain security and accountability of all monies.
• Perform Cash Office duties when needed.
• Maintain a safe, clean and well-organized working and shopping environment
• Support global, regional and 365 store programs.
• Assist with store inventory as needed.
• Perform all Team Member duties as needed, including cashiering.
• Follow and comply with all applicable regulatory rules and regulations including Weights and Measures, ABC regulations, FDA, Department of Labor, health and sanitation, and adhere to safe work practices.
• Perform other duties as assigned by Team Leader/Store Leadership.

Knowledge, Skills and Abilities

• Must have prior cashier experience
• Prior retail, restaurant or hospitality experience is preferred
• Basic computer skills
• Proactive problem-solver with excellent follow-through and listening skills
• Clear and effective communication style, both written and verbal
• Thorough knowledge of products throughout the store or the ability to learn them quickly
• Ability to follow instructions and procedures
• Skilled in working in a fast paced, evolving environment with a sense of urgency and strong ability to effectively prioritize, delegate, multi-task and complete tasks in a thorough and timely manner
• Ability to build and maintain positive relationships with individuals in positions throughout the business
• Ability to train and inspire Team Members to excellence in all aspects of the zone
• Working understanding of and compliance with all Customer Service Security Policies and WFM policies and procedures
• Strong, demonstrated customer service skills and ability to handle a wide variety of customer service situations effectively
• Strong organizational skills
• Ability to properly use equipment, which may include but are not limited to: knives, box cutters, personal protective equipment, hand trucks, six-wheel carts, pallet jacks, forklift and baler (must be 18 years of age or older for both) and all other equipment used during preparation and clean up within department and store
• Ability to work a flexible schedule to meet the needs of the department, including nights, weekends and holidays as required
• Ability to perform the physical requirements of the job with or without reasonable accommodation

Working Conditions

• Constant interruptions
• Some exposure to dust, fumes and chemicals
• May be exposed to extremes in temperature, humidity or wetness
• May walk and work on uneven surfaces
• May need to use a ladder or stool to reach product or supplies
• Exposure to continuous background and occasional loud noises
• Any item over 40 pounds requires a team lift

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.

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