Customer Service Manager

Goodwill of Central and Northern Arizona•Sykesville, MD

25d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor, works to achieve sales goals, and directs daily retail operations at a Goodwill store. The role builds, leads, and retains motivated, high-performing teams through effective leadership of Retail Sales Associates. It also supports the organization’s mission of empowering individuals, strengthening families, and building stronger communities, while modeling Goodwill’s core values of Trust, Collaboration, Engagement, Ownership, and Innovation. The manager oversees store operations, team performance, customer service, inventory, sales transactions, and compliance with company procedures. The role may involve transferring to other stores based on business needs, helping at other locations, making bank deposits, and attending training and development classes as needed.

Requirements

One year of customer service experience required.
Proficiency in Microsoft Office Suite.
Ability to pass a background check and drug screen, where applicable.
Ability to speak and read English proficiently.

Nice To Haves

One year of work experience in Retail Management preferred.
High school diploma or equivalent preferred.

Responsibilities

Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly profit, revenue, and production goals for a retail store.
Make decisions about day-to-day retail operations within the defined work area.
Conduct new goods inventory and ensure proper reporting.
Reconcile and balance daily paperwork.
Ensure team members provide excellent service to donors and customers.
De-escalate customer situations and identify appropriate solutions, involving upper management when needed.
Manage day-to-day store operations and respond to team member and customer needs.
Ensure store locations are clean, well-kept, and appropriately reflect the Goodwill brand.
Transfer to different stores as required by business needs.
Oversee daily sales-floor operations, including maintenance, custodial duties, and floor standards.
Mentor and train Retail Sales Associates and ensure team members follow company standards and procedures.
Ensure compliance with policies and procedures relating to security, health, and safety; coordinate with Goodwill divisions as needed and influence changes required to meet statutory requirements and minimize risk.
Perform tasks such as making bank deposits, helping at other stores, and attending training and development classes as needed.
Process complex sales transactions, including customer returns.
Collaborate with store leadership to establish a clear company vision and support team member engagement.
Manage team member performance, including coaching, discipline, performance improvement plans, annual reviews, staffing, compensation, and development.
Provide regular mentoring, training, and coaching to develop team member skills.
Support company culture-change efforts and change-management processes.
Model Goodwill’s core values of Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.