Description du poste
The Process Lead is a frontline leader responsible for delivering an exceptional customer experience while driving operational excellence across all sales channels, including walk-in retail, Buy Online Pick Up In Store (BOPIS), local delivery, and direct-to-consumer shipping. This role leads daily store execution, coaches team members, ensures service standards are met, and maintains efficient inventory and fulfillment processes. The Process Lead serves as the bridge between leadership and frontline associates, ensuring customers receive fast, friendly, and knowledgeable service whether shopping in-store, online, or through delivery. The Process Lead is a frontline leader responsible for delivering an exceptional customer experience while driving operational excellence across all sales channels, including walk-in retail, Buy Online Pick Up In Store (BOPIS), local delivery, and direct-to-consumer shipping. This role leads daily store execution, coaches team members, ensures service standards are met, and maintains efficient inventory and fulfillment processes. The Process Lead serves as the bridge between leadership and frontline associates, ensuring customers receive fast, friendly, and knowledgeable service whether shopping in-store, online, or through delivery. 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 bottl