Customer Service Manager - Online Sales

Goodwill of Central and Northern Arizona

4d•$18•Onsite

About The Position

Assists in overseeing assigned E-Commerce departments and operations, including projects, security, safety, and maintaining positive interactions with our customers of Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Assists in other areas of the operation when needed. Ensures that teams are meeting the department goals.

Requirements

High School Diploma, GED, or equivalent work experience
One-year work experience in Retail Management, preferred
One-year customer service experience required
Proficient in Microsoft Office Suite
Ability to pass a background check and drug screen, where applicable for position
Ability to speak and read English proficiently

Nice To Haves

One-year work experience in Retail Management, preferred

Responsibilities

Ensures that the shipping department is meeting their daily goals along with the shipping standards necessary for customer satisfaction.
Oversees the processes and Team Members of the electronics area.
Maintains processes necessary to eliminate personal information on devices we sell.
Assists in daily operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for the department.
Makes decisions on matters relating to the day-to-day retail operation within his/her defined work area.
Creates end of day reports.
Ensures Team Members deliver excellent customer service to customers.
Works to de-escalate customer situations while finding an appropriate solution; involves upper management, as needed.
Maintains the day-to-day operations including managing and meeting Team Member and customer needs.
Ensures areas are clean, well-kept, and reflect a standard of organization necessary to ensure good product flow.
Ensures that development with Associates is ongoing; ensures that Team Members are operating per company standards and procedures.
Ensures that the department complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influences any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business.
Processes complex sales transactions, including customer returns.
Collaborates with store leadership to establish clear company vision and ensure Team Member engagement.
Maintains regular and consistent in-person attendance.
Assists in performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
Provides regular mentoring, training, and coaching to develop skills of Team Members.
Plays critical role in driving company culture change efforts and change management processes.
Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
May perform tasks such as attending personal training and development classes, as needed.
Able to assist in other departments when needed.
Performs other related duties, as assigned.

Benefits

You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:
5 Medical Plans
Employer Funded Health Reimbursement Account (HRA)
3 Dental Plans
Vision Plan
401K
Employer Paid Life Insurance
Employee Assistance Program (EAP)
Paid Time Off; Sick and Vacation
Paid Holidays
These are just a few highlights of our key benefit offerings!