Customer Service Manager, Coffee Roasting Facility

Reports to the Associate Facility Team Leader (AFTL) of Operations. 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 AFTL of Operations in all areas of customer service including quality, efficiency, and execution. 
• Act as Associate Facility Team Leader of Operations, in conjunction with other TLs, in their absence. 
• For SQF purposes, this position, being part of Leadership and Operations, is considered a High level of Responsibility with the back-up position of Associate Facility Team Leader of Operations. 

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, wrinkle write up, credit/debit processing, 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. 
• 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 energy, enthusiastic, and displays an affinity for our products, core values, and company aspirations 
• Knowledge of all relevant Whole Foods Market and Allegro policies and standards 
• Excellent verbal and written communication skills  
• Excellent interpersonal, motivational, team building, and leadership skills 
• Ability to work well with others as a part of a team; self-motivated and capable of working independently as well 
• Must possess a strong commitment to safety, quality, and continuous improvement with a hands-on, cooperative approach in a team environment 
• Strong organizational skills and accountability in completing all tasks in a thorough, accurate, and timely manner 
• Ability to prioritize and delegate tasks effectively 
• Shows excellent follow through and follow up 
• Intermediate computer skills including data entry and the ability to learn and utilize Excel, X3(ERP), and other supporting programs 
• Must be competent in report analyzing, scheduling, and project management 

Desired Work Experiences 

• Individual will have a minimum of 3 years of previous customer service leadership experience, directing a team of 6 or more, in a busy office environment with significant computer entry experience and excellent interpersonal skills. 

The wage range for this position is $66,950.00-$117,000.00 Annual, commensurate with experience. Whole Foods Market offers "Whole Benefits". Whole Benefits offers a wide range of benefits for Full and Part-Time Team Members, including eligibility for a store discount, paid time off, financial wellness, health & wellness support programs, and access to other Team Member perks. Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person’s date of hire and may vary based on work location, length of service, and job type (such as regular or seasonal). Click here for benefit details.

Posting End Date: 09/17/2026

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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