Retail Process Lead, New York, #1367

Customer Experience Leadership

• Lead by example in delivering outstanding customer service.
• Create a welcoming and engaging shopping environment.
• Assist customers with product selection, recommendations, and store navigation.
• Resolve customer concerns quickly and professionally.
• Ensure every customer interaction reflects Warehouse Wines & Spirits' commitment to service excellence.

Omnichannel Fulfillment Execution

• Oversee the execution of:

  • Walk-in retail transactions

  • Buy Online Pick Up In Store orders
  • Local delivery orders
  • Shipping and fulfillment orders
  • Monitor order completion times and service-level expectations.
  • Ensure orders are picked accurately and delivered on time.
  • Troubleshoot operational bottlenecks impacting customer experience.

  Team Leadership

  • Lead daily shift operations.
  • Train and coach Operations Associates on customer service standards and operational procedures.
  • Conduct daily huddles and communicate priorities.
  • Provide ongoing feedback and performance coaching.
  • Foster a positive, accountable, and customer-focused culture.

  Inventory & Merchandising

  • Maintain inventory accuracy through cycle counts and audits.
  • Ensure shelves and displays remain fully stocked and customer-ready.
  • Monitor product rotation and freshness standards.
  • Support receiving and replenishment activities.
  • Identify and address inventory discrepancies.

  Compliance & Safety

  • Ensure compliance with all alcohol sales regulations.
  • Verify age restrictions and ID requirements are consistently followed.
  • Maintain a safe environment for employees and customers.
  • Enforce company policies and operational standards.

  Business Performance

  • Support achievement of store sales and profitability goals.
  • Drive basket-building opportunities through suggestive selling and product knowledge.
  • Monitor productivity, order accuracy, and customer satisfaction metrics.
  • Identify opportunities to improve operational efficiency and customer experience.

Medical/Dental/Vision Insurance (for full-time employees)

401(k) Retirement Savings Plan

25% employee discount & FAM Membership

Vacation and Sick Time for eligible employees

EAP through AllOne Health (formerly Carebridge)