CUSTOMER SERVICE MANAGER

Goodwill Industries of Southern New Jersey and Phi•Millville, NJ

9d•$19 - $23•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor to achieve established sales goals and drives the store’s daily retail operations. The role builds, leads, and retains high-performing teams through effective leadership of Customer Service Associates, while maintaining excellent customer service that demonstrates respect and dignity and builds loyalty to the Goodwill brand. This position is part of the Retail Team and supports the store’s business objectives and Goodwill’s mission. The manager executes the retail operations plan, manages day-to-day employee and customer needs, and makes decisions within the defined work area. The role includes maintaining sales-floor standards and daily upkeep, opening and closing the store, processing transactions and returns, balancing daily paperwork, addressing customer concerns, and supporting loss prevention and safety compliance. The manager also recruits and develops staff, supports performance management, coordinates with store leadership and other Goodwill divisions, and ensures proper new-goods inventory reporting.

Requirements

Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Ability to lead effectively in a demanding, fast-paced team environment and motivate others.
Ability to collaborate and partner with others to achieve business outcomes.
Effective verbal, written, and electronic communication skills, including strong listening and professional communication.
Ability to identify customer and internal partner needs and take actions to exceed expectations.
Self-motivation, initiative, visible leadership, and a solution-oriented, decisive approach.
Strong work ethic and attention to detail.
Influencing and negotiation skills.
Ability to make sound and timely decisions using knowledge and experience, and empower other leaders and team members to make decisions.
Business and financial reasoning, including understanding profit-and-loss accounting and how operating factors affect results.
Ability to acquire, develop, promote, and retain high-performing talent.
Ability to interact sensitively with others, respect diversity, recognize others’ contributions, and respond to concerns.
Dependability and trustworthiness.
Ability to identify and correct conditions affecting employee safety.
Honesty, integrity, and accountability.
Ability to complete assigned tasks under stressful situations and bring energy to tasks.
Ability to perform work accurately and thoroughly.
Ability to communicate and understand verbal and written instructions in English.
Ability to work a flexible schedule on short notice, including nights, weekends, and occasionally long hours.
Valid driver’s license in good standing.
Ability to be flexible and assist in other store areas when needed.
Vision corrected to within normal limits.
Ability to function in a hectic work environment with occasional periods of high stress.

Responsibilities

Follow Goodwill policies and safety procedures.
Execute the retail operations plan and pursue daily, monthly, quarterly, and yearly profit, revenue, production, and growth goals.
Manage day-to-day store operations and address employee and customer needs.
Make decisions concerning daily retail operations within the defined work area.
Oversee sales-floor operations, including daily maintenance, custodial duties, and floor standards.
Reconcile and balance daily paperwork.
Open and close the store.
Process sales transactions and customer returns.
De-escalate customer situations, find appropriate solutions, and involve upper management when needed.
Ensure compliance with loss-prevention and safety policies and procedures, and influence changes needed to reduce risk to staff and the business.
Recruit and retain strong talent and proactively manage and review Customer Service Associates’ performance and progress.
Assist store leadership with coaching, discipline, and performance improvement plans for store personnel.
Mentor, train, and coach the Customer Service Supervisor and Customer Service Associates.
Collaborate with store leadership to establish a clear company vision and ensure staff engagement.
Conduct new-goods inventory and ensure proper reporting.
Coordinate efforts with various Goodwill divisions.
Maintain a clean and neat personal appearance and wear the company-issued uniform.
Maintain regular attendance.
Assist other store areas when needed and perform other essential duties as assigned.