Customer Service Manager

Job Description

Job Description

ESSENTIAL EXPECTATIONS
Customer Service Expectations
Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.

Diversity, Equity, and Inclusion Expectations
Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.

Safety Expectations
At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.

POSITION EXPECTATIONS
Position Expectations
The Customer Service Manager assists the Store Manager in the front-end operations of the store to maximize collections, production, sales, salvage, and customer service.

Responsibilities
Maximizes sales performance through proper rotation, display, signage, and inventory of processed merchandise. Meet or exceed sales goals on a consistent basis.
Directs, supervises, trains, and evaluates all sales associates and cashiers within their store.
Participates in interviewing candidates for entry level retail roles.
Ensures that quality customer service is presented and provided by employees in a timely and courteous manner to all customers, donors, and other employees.
Ensures training and merchandising guidelines are followed.
Contributes input to and assists in administering associate evaluations.
Oversees the new goods inventory within the store. Maintains the merchandising, categorizing, and replenishing of the new goods daily.
Interfaces with the POS (Point of Sale) system and provides feedback to the IT team as necessary and assists in the roll out of updates and modifications.
Completes the order fulfillments daily and backs up the Production Manager if needed.
Completes any other assignments designated by the management team.
Collects all found money and donated jewelry daily. Found Money must be handed in to the manager with the name of the employee and an email along with paperwork needs to be emailed within the same day. The jewelry is sent back to e-collectibles.
Ensures that the store and surrounding premises are kept clean and free of safety hazards.
Ensures that safety procedures are understood and followed by all store employees.
Ensures that asset protection matters are reported and investigated accurately and in a timely manner.
Ensures proper operation of security and safety systems including, but not limited to: door locks, alarms, office door, bank deposits, refunds, safe, incident reports, fire extinguishers and cash handling procedures.
Ensures proper cash handling including enforcement of cash register procedures and submission of required fields.
Assists in any other projects as determined by management.

Education, Experience, and Requirements
High school/ GED completion preferred.
Minimum of a year retail supervisory experience.
Team Members in this position may be required to travel at a moment’s notice or be transferred to other Goodwill retail stores, based on business operational needs.
Must be able to continuously perform repetitive work, at a set pace.
Must possess a working knowledge of retail and computer technology.
Proficiency with Microsoft Office suite software including a strong emphasis on Word and Excel.
Must possess strong interpersonal skills with excellent communication skills.
Bilingual a plus.
Exhibits a high level of integrity and business ethics.
Exhibitsa high level of adaptability and flexibility.

Environmental Factors
Duties will be conducted at the retail store, warehouse, or other assigned Goodwill locations where no cooling or heating will be available. Exposure to extreme heat, cold, dust, animal hair and sometimes humidity.

Physical Factors
· Able to lift, carry, push, and pull a minimum of 50 pounds.
Prolonged standing, walking, reaching, stooping, lifting, pulling, bending, kneeling.

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