Experienced Customer Service & E-Commerce Team Leader – Driving Excellence in Omnichannel Retail

At arenaflex, we are dedicated to delivering exceptional customer experiences and fostering a culture of innovation and growth. As a seasoned Customer Service & E-Commerce Team Leader, you will play a pivotal role in shaping the future of retail by leading our Customer Service & E-Commerce programs. This is an exciting opportunity to join a dynamic team and drive excellence in omnichannel retail, where you will be accountable for the checkout experience and grocery delivery & pickup at your assigned store.

About arenaflex

arenaflex is a leading retailer committed to nourishing people and the planet. We believe in creating a positive impact on our customers, employees, and the environment. Our mission is to provide high-quality products, exceptional customer service, and a unique shopping experience that sets us apart from the competition. We are passionate about innovation, sustainability, and community engagement, and we strive to make a difference in the lives of our customers and employees.

Job Responsibilities

As a Customer Service & E-Commerce Team Leader, you will be responsible for delivering outstanding customer experiences and leading high-performing teams to achieve exceptional results. Your key responsibilities will include:

• Delivering outstanding customer experiences and holding all Team Members accountable for delivering exceptional customer service
• Establishing clear expectations for balancing in-store customer service and completing online orders
• Monitoring in-store and online customer flow and assigning customer service-related and online order completion tasks to balance the needs of all customers
• Responsible for the integrity of the schedule to maintain in-store customer needs, online order capacity, and cognizant of labor budget
• Sustaining exceptional knowledge and awareness of relevant competitors and industry trends
• Ensuring an effective and efficient response to customer questions, requests, and/or concerns
• Establishing and maintaining collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners
• Fostering and encouraging a positive environment of outstanding teamwork, mutual respect, and exceptional morale
• Maintaining Team Member safety and security standards
• Ensuring compliance with relevant regulatory rules and standards
• Completing hiring and separation decisions in partnership with Store Leadership and maintaining awareness and adherence to staffing guidance
• Developing, coaching, mentoring, and motivating Team Members in a manner that sustains a high-performing Team and minimizes turnover
• Providing timely, thorough, and thoughtful performance evaluations
• Maintaining cleanliness of workspaces, including staging areas and coolers
• Maintaining security of equipment, such as MSRs, phones, and currency counters
• Proactively identifying process improvement opportunities
• Consistently communicating and modeling arenaflex core values, leadership principles, and supporting goals

Essential Qualifications

* 24+ months retail experience, including 12+ months of team leadership experience

• Experience leading high-volume teams
• Ability to take ownership of work and team, and available to work overtime during peak seasons and as needed year-round

Preferred Qualifications

* Thriving in an ambiguous environment and motivating yourself and your team to deliver in new and innovative ways

• Enjoying analytical work and using data to provide solutions
• Valuing long-term thinking and large-scale impact on our company

Skills and Competencies

* Exceptional ability to perform task management, balancing dynamic customer flows

• Strong 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
• Capable of maintaining inventory of supplies and buying, when necessary
• 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

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 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

Compensation and Benefits

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

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and 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. arenaflex hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

How to Apply

If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply for this exciting opportunity. Please visit our arenaflex Careers site to submit your application: https://careers.arenaflex.com/customer-service-e-commerce-team-leader-customer-service-in-store-shopper-department-manager/job/PAF-arenaflex-57594623-3D54-4309-9175-E423AB1095F7_1058_1747090933_0?utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic Apply for this job