**Job Title:** Experienced Customer Service & E-Commerce Associate Team Leader – Customer Service, In-Store Shopper Assistant Department Manager at blithequark
**Job Description:**
Join the blithequark Team: Revolutionizing the Grocery Industry with a Purpose
At blithequark, we're more than just a grocery store – we're world-changers. Our purpose is to nourish people and the planet, and we're committed to making a meaningful difference in our communities and beyond. As a career at blithequark, you'll have the opportunity to grow personally and professionally while contributing to a mission that's bigger than just a job.About blithequark
As a leader in the grocery industry, blithequark is dedicated to setting the standards of excellence and revolutionizing the way people shop for groceries. We're passionate about providing access to fresh and healthy food, supporting local communities, and promoting sustainability. Our commitment to our customers, Team Members, and the environment is at the heart of everything we do.About the Role
We're seeking an experienced Customer Service & E-Commerce Associate Team Leader to join our team at blithequark. As a key member of our Customer Service & E-Commerce team, you'll play a critical role in leading and executing our Customer Service & E-Commerce programs, ensuring a seamless checkout experience and excellent grocery delivery & pickup at our stores. You'll be responsible for driving safety, quality of outbound online orders, team productivity, and program execution, while monitoring key performance indicator metrics and visual cues in-store.Key Responsibilities:
- Delivers outstanding customer experience; and holds all Team Members accountable for delivering outstanding customer service.
- Establishes clear expectations for balancing in-store customer service and completing online orders.
- Monitors in-store and online customer flow; assigns customer service-related and online order completion tasks balancing the needs of all customers.
- Monitors the schedule to maintain in-store customer needs, online order capacity, and cognizant of labor budget.
- Sustains strong knowledge and awareness of relevant competitors and industry trends.
- Ensures an effective and efficient response to customer questions, requests, and/or concerns.
- Supports collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, e.g., Amazon delivery drivers.
- Fosters and encourages a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
- Maintains Team Member safety and security standards.
- Ensures compliance with relevant regulatory rules and standards.
- Develops, coaches, mentors, and motivates Team Members in a manner that sustains a high performing Team and minimizes turnover.
- Maintains cleanliness of workspaces including staging area and coolers.
- Maintains security of equipment, e.g., MSRs, phones, currency counters.
- Proactively identifies process improvement opportunities.
- Consistently communicates and models blithequark core values, leadership principles, and supports goals.
Job Skills:
- Strong ability to perform task management, balancing dynamic customer flows.
- Demonstrated understanding of how labor utilization and task management drive performance metrics and customer experience.
- Strong analysis skills to root cause underperformance (either observed or demonstrated by metric performance).
- Strong ability to communicate performance analysis findings and actions, both verbally and in writing.
- Excellent interpersonal, motivational, team building and customer relationship skills.
- Capable of teaching others in a positive and constructive manner.
- Demonstrated decision-making ability, leadership skills, and ability to prioritize and delegate.
- Proficient with email, Microsoft Office, and operations-related applications.
- Proficient with mobile applications, dashboards, and basic understanding of retail systems capabilities.
Qualifications:
- 18+ months retail experience including 6+ months of supervisory experience.
Physical Requirements/Working Conditions:
- Must be able 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.