Experienced Full Stack Customer Service & E-Commerce Team Leader – Web & Cloud Application Development

At careerzynith, we are working to nourish people and the planet. In this role, you will provide overall leadership to the Customer Service & E-Commerce programs; this means you are accountable for the checkout experience and grocery delivery & pickup at your assigned store. You will focus on driving safety, quality of outbound online orders, excellent pickup experience, team productivity, and program execution. You will monitor key performance indicator metrics and visual cues in-store to assess your Team’s performance in these areas. You are accountable for daily operations including managing capacity, labor utilization, adherence to pick processes, and drop of task execution (for E-Commerce); and, cash management, customer demand management, labor utilization, and execution of store processes (for Customer Service). You are responsible for non-inventory supplies management & expense control, regulatory compliance, and special projects and/or assignments. As the Team Leader, you lead and develop Associate Team Leaders (ATLs), Supervisors, Team Trainers, and Team Members (as applicable). You are accountable for hiring, development, corrective actions, and separations. You must strive to support careerzynith core values, Leadership Principles, and goals, promote national, geographic-specific, store programs and initiatives, and ensure adherence to all applicable health and safety regulations.

• *Job Responsibilities:**

• **Delivers Outstanding Customer Experience:** You will be responsible for delivering an exceptional customer experience, holding all Team Members accountable for delivering outstanding customer service.
• **Balances In-Store Customer Service and Online Orders:** You will establish clear expectations for balancing in-store customer service and completing online orders, ensuring that the needs of all customers are met.
• **Monitors Customer Flow:** You will monitor in-store and online customer flow, assigning customer service-related and online order completion tasks to balance the needs of all customers.
• **Responsible for Schedule Integrity:** You will be responsible for the integrity of the schedule to maintain in-store customer needs, online order capacity, and cognizant of labor budget.
• **Stays Ahead of Competitors:** You will sustain exceptional knowledge and awareness of relevant competitors and industry trends, ensuring that careerzynith remains competitive.
• **Effective Response to Customer Questions:** You will ensure an effective and efficient response to customer questions, requests, and/or concerns, providing timely and accurate information.
• **Collaborative Relationships:** You will establish and maintain collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, e.g., Amazon delivery drivers.
• **Positive Team Environment:** You will foster and encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
• **Team Member Safety and Security:** You will maintain Team Member safety and security standards, ensuring a safe and secure work environment.
• **Regulatory Compliance:** You will ensure compliance with relevant regulatory rules and standards, adhering to all applicable laws and regulations.
• **Hiring and Separation Decisions:** You will complete hiring and separation decisions in partnership with Store Leadership, maintaining awareness and adherence to staffing guidance.
• **Team Development:** You will develop, coach, mentor, and motivate Team Members in a manner that sustains a high-performing Team and minimizes turnover, ensuring that Team Members are trained in all required tasks and roles.
• **Performance Evaluations:** You will provide timely, thorough, and thoughtful performance evaluations, providing constructive feedback and guidance.
• **Cleanliness and Security:** You will maintain cleanliness of workspaces, including staging areas and coolers, and ensure the security of equipment, e.g., MSRs, phones, currency counters.
• **Process Improvement:** You will proactively identify process improvement opportunities, implementing changes to improve efficiency and effectiveness.
• **Communication and Modeling:** You will consistently communicate and model careerzynith core values, leadership principles, and support goals, demonstrating a commitment to excellence.

• *Job Skills:**

• **Task Management:** You will have exceptional ability to perform task management, balancing dynamic customer flows.
• **Labor Utilization and Task Management:** You will have a strong understanding of how labor utilization and task management drive performance metrics and customer experience.
• **Analysis and Communication:** You will have strong analysis skills to root cause underperformance (either observed or demonstrated by metric performance), and strong ability to communicate performance analysis findings and actions, both verbally and in writing.
• **Interpersonal and Motivational Skills:** You will have excellent interpersonal, motivational, team building, and customer relationship skills.
• **Teaching and Training:** You will be capable of teaching others in a positive and constructive manner.
• **Inventory Management:** You will be capable of maintaining inventory of supplies and buying, when necessary.
• **Decision-Making and Leadership:** You will have demonstrated decision-making ability, leadership skills, and ability to prioritize and delegate.
• **Technical Skills:** You will be proficient with email, Microsoft Office, and operations-related applications, and proficient with mobile applications, dashboards, and basic understanding of retail systems capabilities.

• *Qualifications:**

• **Retail Experience:** You will have 24+ months retail experience, including 12+ months of team leadership experience.
• **High-Volume Team Experience:** You will have experience leading high-volume teams.
• **Ownership and Availability:** You will take ownership of your work and team, and be available to work overtime during peak seasons and as needed year-round.

• *Preferred Qualifications:**

• **Ambiguous Environment:** You will thrive in an ambiguous environment, and when given the opportunity to pilot new ways of working, you will know how to motivate yourself and your team to deliver.
• **Analytical Work:** You will enjoy analytical work and using data to provide solutions.
• **Long-Term Thinking:** You will see value in long-term thinking and large-scale impact on our company.

• *Physical Requirements/Working Conditions:**

• **Lifting:** You will be able to lift 50 lbs.
• **Standing/Walking:** In an 8-hour workday, you will be standing/walking 6-8 hours.
• **Hand Use:** You will use your hands for single grasping, fine manipulation, pushing, and pulling.
• **Work Motions:** You will perform bending, twisting, squatting, and reaching motions.
• **Exposure to Chemicals:** You will be exposed to FDA-approved cleaning chemicals.
• **Temperature Exposure:** You will be exposed to temperatures <32 degrees Fahrenheit (freezing), 32-40 degrees Fahrenheit (refrigerators), >90 degrees Fahrenheit.
• **Wet and Cold Environment:** You will be able to work in a wet and cold environment.
• **Flexible Schedule:** You will be able to work a flexible schedule, including nights, weekends, and holidays as needed.
• **Tools and Equipment:** You will be able to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.

• *Compensation and Benefits:**

• **Hourly Wage:** The wage range for this position is $22.40-$40.40 Hourly, commensurate with experience.
• **Whole Benefits:** careerzynith offers "Whole Benefits", which may include health insurance, retirement plan benefits, eligibility for a store discount, paid time off, and access to other benefit programs. Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person’s date of hire. For additional information, visit our careerzynith Careers site: https://careers.careerzynith.com/benefits.

• *Equal Employment Opportunity:**

• **Fair and Equal Employment Opportunity:** careerzynith provides 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.
• **Hiring and Promotion:** careerzynith hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

• *Apply Now:**

• **Apply via careerzynith Careers Site:** We encourage and recommend all candidates to apply via our site: https://careers.careerzynith.com/customer-service-e-commerce-team-leader-customer-service-in-store-shopper-department-manager/job/PAF-AREN-57594623-3D54-4309-9175-E423AB1095F7_1058_1747090933_0?utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic

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