Job Description

Reports to the Category Merchant Team Leader. The Customer Service Team Leader (TL) provides leadership, direction, management, and supervision of Allegro Customer Service, with a focus on service, quality, safety, continuous improvement, Associate Team Leader (ATL) and Team Member hiring, training and development, and employee relations. Provides guidance to ATL in team operations including labor and regulatory compliance, scheduling, expense control, and operational performance. Responsible for overseeing operational execution, financial performance, and special projects as assigned.

Overall Responsibilities                                                                                  

• Support the Category Merchant Team Leader in all areas of customer service including quality, efficiency, and execution. 
• Support day to day customer service team functions, as well as support project-based work as it relates to team needs and initiatives.
• Lead with a high level of professionalism, responsibility, and integrity.  Nurture the team to have high standards, flexibility, and adaptability in an ever-changing environment.

Culture, Values, and Team Members 

• Consistently communicate and model Whole Foods Market / Allegro Core Values and Leadership Principles. 
• Establish and maintain a positive work environment to achieve an exceptionally high level of Team Member morale, happiness, and engagement. 
• Communicate and uphold safety, quality, operational, and company-wide programs and standards with Associate Team Leader and Team Members. 
• Interview, select, train, develop and counsel Team Members and Associate Team Leader in a manner which builds and sustains a high performing team and minimizes turnover. 
• Provide, timely, thorough, and thoughtful job dialogues. 
• Work collaboratively with Team Member Services on Team Member relations including corrective action documentation and termination paperwork. 
• Proactively select individuals for development into potential ATLs and TLs. 
• Work with ATL to build out development plans on their teams for operational sustainability. 

Operations 

• Cultivates a customer-focused environment through positive role-modeling, setting the standard on work ethic, professionalism, quality, positive attitude, and proactive approach to serving our internal and external customers. 
• Establishes and organizes team processes to ensure efficient operations and maximize team’s performance. 
• Schedules, monitors, and distributes team workload ensuring our customers’ needs hold first priority. 
• Responsible for ensuring follow up for timely and accurate response to all customer and consumer inquiries. 
• With assistance from Customer Service Associate Team Leader and Team Members, responsible for daily open order report, out of stock communication, error reporting, new customer account set up, account closures, account detail updates and sales tax updates as needed. 
• Coordinates with the Customer Service Associate Team Leader to support and implement all products, regional promotions and programs including, Market Specials, Product Features, additional product features for our various brands and product lines. 
• Develops KPIs and drives improvement projects to meet the established goals/targets. 
• Drive and develop Allegro’s café standards and meet all requirements for customer service levels and food safety audits.
• Coordinates front desk responsibilities on various tasks to ensure a good experience for guests and vendors while upholding security for the building. 
• Requires adherence to standard operating procedures through training and operational audits. 

Communication and Teamwork 

• Develops and maintains open, cooperative, and participatory communication throughout Allegro and Whole Foods Market. 
• Displays effective inter-facility and intra-facility communication to ensure that operational service is timely and accurate and that all relevant information is shared throughout the organization. 
• Collaborates with Procurement and Operations teams to obtain support of the facility goals.  
• Establishes and maintains collaborative and productive working relationships with Senior Leadership, Team Leaders, Team Members, and Global Support Teams. 
• Establishes and maintains positive external relationships including customers, vendors, suppliers, and manufacturers. 

Knowledge, Skills, & Abilities 

• Thorough knowledge of customer service.  
• Meets all customer service expectations and standards in interactions with customers, vendors, and fellow Team Members 
• Additional familiarity of shipping, inventory control, and manufacturing processes is helpful 
• High ene