Customer Service Manager

GOODWILL KEYSTONE AREA•Bensalem Township, PA

3d•$42,120 - $0•Onsite

About The Position

The Customer Service Manager is responsible for front-end store operations at Goodwill Keystone Area, maximizing customer experience, sales, round up, production, rotation, and merchandising. The role supervises Sales Associates and supports a team-based culture across departments. It ensures courteous, timely service to customers, donors, and employees; maintains new-goods inventory and merchandising; and supports store safety, asset protection, cash handling, and compliance requirements. The position is based at the Bensalem Store in Bensalem, Pennsylvania, and may also be conducted at a retail store, warehouse, or other assigned Goodwill Keystone Area location. The work environment may lack heating or cooling and may involve exposure to extreme heat or cold, dust, animal hair, and humidity. The role requires repetitive work at a set pace, prolonged standing and movement, and occasional lifting, carrying, pushing, or pulling of at least 50 pounds and frequent handling of 30 pounds.

Requirements

High school diploma or GED equivalent.
One year of retail production supervisory experience.
One year of goal-setting and tracking experience.
Proficiency with Microsoft Office, especially Word and Excel.
Strong interpersonal and communication skills.
Ability to attend meetings, trainings, and other store-related business within the Goodwill Keystone Area territory.
Willingness to transfer to other store locations within the Goodwill Keystone Area system according to company needs.
High integrity and business ethics.
Adaptability and flexibility.
Ability to continuously perform repetitive work at a set pace.
Ability to lift, carry, push, and pull a minimum of 50 pounds occasionally and 30 pounds frequently.
Ability to perform prolonged standing, walking, reaching, stooping, lifting, pulling, bending, and kneeling.
Must complete and successfully pass State background check, Child Abuse Clearance, and FBI Clearance.

Nice To Haves

Bilingual ability.
For internal applicants, one year of supervisory experience may be waived if the applicant successfully completed 90 days as a Customer Service Coordinator or Production Coordinator and completed the Leadership Development, Financial Literacy, Production/Process Analysis, and Human Resources modules.

Responsibilities

Maximize sales performance through proper rotation, display, signage, and inventory of processed merchandise, and meet or exceed sales goals consistently.
Hire, orient, train, develop, coach, discipline, evaluate, and terminate assigned staff.
Review and update job descriptions annually and establish performance criteria.
Promote and model a team-based approach and work across departments to support employment at Goodwill Keystone Area.
Ensure employees provide timely, courteous, quality service to customers, donors, and fellow employees.
Ensure training and merchandising guidelines are followed.
Oversee new-goods inventory and maintain its daily merchandising, categorizing, and replenishment.
Use the POS system, provide feedback to the IT team, and assist with rollout of updates and modifications.
Ensure paperwork is completed accurately and promptly.
Provide backup to the Production Manager as necessary.
Collect and deposit monetary donations from coin boxes.
Serve as a role model and promote a supportive culture.
Ensure proper operation of security and safety systems, including door locks, alarms, office door, bank deposits, refunds, safe, incident reports, fire extinguishers, and cash-handling procedures.
Ensure compliance with asset-protection policies and procedures and enforce cash-handling and cash-register procedures.
Report issues or concerns to Loss Prevention.
Ensure policies, manuals, and handbooks are followed.
Support additional tasks and projects as needed.
Promote workplace safety through training and communication of safety standards and precautions, monitor safety, take corrective action, and ensure regulatory safety requirements are followed.
Communicate progress, problems, and concerns to the Store Manager.