Summary
Overview
Work History
Education
Skills
Timeline
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JAY WERTHEIMER

JAY WERTHEIMER

Warwick,NY

Summary

Experienced and competent 35-year veteran within the food industry. Experienced in all facets of management including merchandising, pricing, housekeeping, customer service, safety control, store opening/closing, human resources, community relations and IT support. Able to oversee planning, coordinating and monitoring all aspects of store operations to ensure continued growth and profitability within assigned store locations. Passionate about elevating the customer retail experience from ordinary to extraordinary.

Overview

17
17
years of professional experience

Work History

Customer Service Desk Representative

Whole Foods Market
01.2023 - Current
  • Open and close Customer Service desk in timely manner; represent the Market in a positive and engaging approach when addressing all customer concerns, a key Whole Foods Market core value - 'We Satisfy and Delight Our Customers'
  • Foster a customer-centric approach with all guests - answer calls regarding inquiries, concerns or complaints, redirect calls to respective departments, serve in-store guests and resolve any issues that arise; refer customer issues/concerns to Store Leadership, if warranted
  • Educate and train recently hired Customer Service Desk Team Members/cashiers; emphasize effective communication skills necessary to interact with guests as well as store support and team leadership
  • Assume additional role, when needed, of cashiering and/or self-checkout attendant when short staffed or during peak shopper hours
  • Organize ongoing Whole Foods Market Staple Kids Club, a community outreach program providing healthy snacks for children 12 years old and younger
  • Assist in reducing inventory losses of perishable items ensuring they are returned in a timely manner; maintain ongoing communication with Store Support Leadership if losses begin to escalate
  • Keep losses and customer returns (stored at customer service counter) to a minimum; arrange for all departments to retrieve losses a minimum of twice daily; ensure all customer returns are stored properly for pick up by respective department

Store Support Associate Team Leader

Whole Foods Market
01.2019 - 01.2023
  • Managed 50+ Team Members under the supervision of Team Leader; assumed duties for Team Leaders when absent. Provided feedback for Team Member's during annual performance reviews
  • Tracked Team Member attendance and facilitated disciplinary action, when merited, in accordance with company policies and procedures; trained new hires and recently promoted employees
  • Improved employee attendance monitoring each Team Member's daily performance via Excel template (provide reward/incentive for the most improved in one month time period)
  • Utilized Kronos Workforce Management software to review weekly work schedules for cashiers, cashier assistants, housekeeping and E-commerce in store shoppers
  • Retained ongoing positive relationships with Store Leadership, Upper Management, local area Vice Presidents and other essential personnel
  • Reported all KPIs for payroll, execution of company programs, department expectations and E-commerce metrics to Store Leadership
  • Coached E-commerce shoppers to discover a more productive and efficient online shopping experience (ie, how many items can be purchased per hour, quality of merchandise selected and efficiency of the delivery); shopper performance increased to 70 units on average, a 20% increase in productivity
  • Appointed by store management as Whole Foods Culture Champion to create a more rewarding workplace environment and serve the community through a variety of events, programs and activities
  • Oversaw Staff Catering Table during the holidays (specifically chosen by Store Management); obtained customer holiday orders, picked and packed product and liaised with various departments to manage specific customer requests

Customer Service Representative

Stop & Shop Supermarkets
01.2012 - 01.2019
  • Reduced revenue loss by $300,000 in 2018; closely monitored expense controls, effectively managed departmental supplies and restructured individual departments to consolidate duplicate job responsibilities

Non Perishable Manager

Stop & Shop Supermarkets
01.2008 - 01.2012
  • Selected by District Manager to assist in closing two retail stores; assigned overall responsibility for opening new store and managed daily operations to fully occupy store by Grand Opening date

Education

Bachelor of Science - Elementary Education and Political Science

William Paterson University
Wayne, NJ

Skills

  • Staff Training & Development
  • Operations Management
  • Internal/External Relationship Building
  • Vendor & Client Relations
  • Problem Resolution
  • Creative Merchandising
  • E-Commerce Metrics
  • Team Building & Motivation

Timeline

Customer Service Desk Representative

Whole Foods Market
01.2023 - Current

Store Support Associate Team Leader

Whole Foods Market
01.2019 - 01.2023

Customer Service Representative

Stop & Shop Supermarkets
01.2012 - 01.2019

Non Perishable Manager

Stop & Shop Supermarkets
01.2008 - 01.2012

Bachelor of Science - Elementary Education and Political Science

William Paterson University

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