Customer Service Associate, eCommerce

Goodwill Southern California • Los Angeles, CA

1d • Onsite

About The Position

The Customer Service Associate supports the eCommerce team by delivering a high-quality customer experience across online and in-person interactions. This role assists with customer inquiries, order coordination, and scheduled pickups while ensuring each interaction reflects Goodwill’s mission and service standards. The Customer Service Associate utilizes point-of-sale systems, supports donation initiatives, and collaborates with operations and shipping teams to ensure accurate, efficient, and professional service delivery.

Requirements

• High school diploma or general education degree (GED) required.
• 1–2 years of experience in customer service, retail, eCommerce, or a related environment.
• Experience interacting with customers in person, online, or over the phone.
• Ability to work in a fast-paced environment while maintaining accuracy and strong attention to detail.
• Strong communication and interpersonal skills with a focus on providing excellent customer service.
• Must have intermediate knowledge of computer programs in a Windows environment, including Word, Excel and E-mail.
• Background and drug screen required.

Nice To Haves

• Familiarity with point-of-sale systems, basic computer applications, or order management systems preferred.

Responsibilities

• Respond to customer inquiries across eCommerce platforms, phone, and in-person interactions in a timely and professional manner.
• Provide a positive and consistent customer experience that reflects the Company’s mission and service standards.
• Serve as a point of contact for customer concerns, partnering with team members to resolve issues effectively.
• Manage and support daily customer pickup schedules, ensuring appointments are organized and executed efficiently.
• Prepare for upcoming appointments by reviewing schedules and coordinating with internal teams.
• Assist customers during pickup, including verifying orders and facilitating a smooth handoff of merchandise.
• Utilize cash register systems to complete transactions accurately and efficiently.
• Consistently promote and support the “Give at the Register” initiative by requesting donations during each customer interaction.
• Partner with shipping and operations teams to locate, pick, and prepare orders for customer pickup.
• Collaborate with internal teams to support order accuracy, timely fulfillment, and issue resolution.
• Assist with operational tasks and projects as needed to support overall eCommerce performance.
• Assist with handling and transporting merchandise, including occasionally lifting heavier items and supporting customers with loading purchases.
• Maintain a clean, organized, and safe work environment.
• Performs Operations and Production Associate duties when not assisting online customers.
• Adhere to all company safety policies and procedures, promoting a safe and compliant work environment.
• Other duties and special projects as assigned.

Benefits

• Discounts on dining, retail, theme parks and movies
• Employee Assistance Program: Mental and physical wellness, financial and legal resources and career and education partners
• Medical, dental, vision insurance
• Flexible Spending Account - FSA
• Life insurance
• 403(b) retirement plan
• Paid time off (PTO)
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED