E-Commerce Supervisor
About The Position
Goodwill of Western New York is seeking an experienced E-Commerce Supervisor to lead the daily operations of our ShopGoodwill department. This is a hands-on working supervisor role responsible for driving sales, productivity, customer service, and team performance while actively participating in the department’s daily production work. Unlike a traditional supervisory position, this role requires working alongside the team. In addition to leading and developing employees, the E-Commerce Supervisor will regularly research merchandise, photograph products, create online listings, respond to customers, process orders, organize inventory, and pack and ship merchandise.
Requirements
- Associate’s degree in business, retail management, e-commerce, or a related field preferred; equivalent relevant experience will be considered.
- Three or more years of experience in e-commerce, online retail, resale, fulfillment, production, or retail operations preferred.
- Previous experience supervising, coaching, or leading employees strongly preferred.
- Experience with ShopGoodwill or another online marketplace preferred.
- The ability to research merchandise and identify products with online resale potential.
- Strong customer service, written communication, organization, and problem-solving skills.
- The ability to use performance data to make decisions and improve results.
- Computer proficiency and comfort using internet-based systems and e-commerce platforms.
- A willingness to work alongside the team and maintain a visible presence in the department.
- A commitment to teamwork, accountability, continuous improvement, and Goodwill’s mission.
Responsibilities
- Lead the daily operation of the E-Commerce Department, including workflow, staffing, productivity, quality, customer service, safety, and performance.
- Serve as a working supervisor by actively participating in merchandise research, photography, listing creation, customer service, order fulfillment, packing, and shipping.
- Establish clear daily and weekly expectations and hold team members accountable for sales, listing, quality, service, and shipping goals.
- Train, coach, develop, and provide timely feedback to team members.
- Identify donated merchandise with strong online resale potential and help determine the appropriate pricing and sales channel.
- Ensure online listings are accurate, complete, timely, and designed to maximize the value of donated goods.
- Monitor sales, listing productivity, sell-through, customer service, shipping, inventory, labor, and other performance measures.
- Adjust work assignments and resources throughout the day to resolve bottlenecks and meet production and service expectations.
- Maintain accurate inventory controls and ensure compliance with safety, security, loss prevention, cybersecurity, and merchandise-handling procedures.
- Partner with retail store teams to improve the identification and flow of high-value merchandise to E-Commerce.
- Support performance management, interviewing, onboarding, scheduling, training, and other employee-related responsibilities.
- Identify and implement practical process improvements that strengthen revenue, productivity, quality, and customer service.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
