E-Commerce Listing & Customer Service Lead - F/T

Job Description

Job Description

Are you a detail-oriented ecommerce professional with a passion for team leadership and delivering exceptional customer experiences ?

If so, we are looking for an Ecommerce Listing & Customer Service Lead to support our growing online sales operation. This role combines hands-on listing work, quality oversight, jewelry processing, and customer service leadership to help maximize the efficiency and profitability of our Ecommerce division.

Who We Are

As a 501(c)(3) nonprofit, working for the greater good is at the core of what we do at Goodwill of Delaware and Delaware County. Our mission — to improve the quality of life for people with barriers to self-sufficiency through the Power of Work — guides everything we do. While our work focuses on supporting individuals, our broader vision reflects the lasting community impact that happens when people receive a hand up.

By providing job training, social services, and employment support, we empower people to build meaningful careers, strengthen their families, and contribute to thriving communities.

The Ecommerce Listing & Customer Service Lead assists the Ecommerce Manager with administration, supervision, listing, jewelry processing, and customer service functions of the Ecommerce division. In the absence of the Ecommerce Manager, this role assumes oversight of listing operations and team supervision. This position is a member of the Management Support Team.

What You Will Do

• Analyze lister and jewelry workflow processes in partnership with the Ecommerce Manager and recommend improvements to ensure rapid, efficient operations
• Oversee quality control for all product listings; review and correct listing information as needed to maintain accuracy and presentation standards
• Supervise jewelry donation processing to maximize value; ensure jewelry products are secured and processed accurately and in a timely manner
• Ensure customers receive efficient and courteous service; respond to customer questions and complaints via phone and email within a 24-hour period
• Verify that incoming product is correctly allocated to the appropriate store location
• Work with the Ecommerce Manager and Assistant Manager to analyze and improve pricing strategies to maximize profitability and sales performance
• List items across all categories, including photographing products, writing descriptions, and posting listings to meet daily goals
• Process jewelry as needed to provide additional listings for special listing groups
• Assist with ordering supplies and tracking inventory levels; notify the Ecommerce Manager when items need to be reordered
• Complete refund-related reports and analyze results to drive continuous improvement in internal processes
• Assist the Ecommerce Manager with training new team members; identify ongoing training needs to improve team skills and performance
• Assist in the development of Standard Operating Procedures (SOPs) and other training materials
• Ensure listing workstations are organized and cleaned at the end of each day; contribute to budget management and expense reduction initiatives
• Foster positive, team-oriented relationships with management, peers, and team members; encourage positive interactions across departments
• Manage listing operations and supervise team members in the absence of the Ecommerce Manager; responsible for opening and closing activities
• Assist the Ecommerce Manager with administrative duties and perform other duties as assigned

What We are Looking For

• At least 2 years of experience in Ecommerce operations, online sales, product listing, or a retail environment; a strong understanding of current online marketing concepts, strategies, and best practices is preferred. An equivalent combination of education and/or experience may be considered.
• Demonstrated computer skills with the ability to learn new digital tools; proficiency with MS Office Suite or similar software programs
• Ability to determine the authenticity and/or value of consumer goods, with demonstrated mathematical skills
• Demonstrated supervisory skills with the ability to communicate, delegate, and follow through on assigned tasks
• Excellent communication skills including listening and training; excellent customer service skills with the ability to interact effectively with a diverse constituent population
• Demonstrated organizational skills with the ability to multi-task and work effectively in a fast-paced environment
• Demonstrated ability to work both independently and collaboratively in a team environment; ability to take initiative and exercise good judgment at all times
• Ability to handle challenging situations with a calm and professional demeanor
• Ability to work opening and closing shifts as the business requires
• Ability to lift and/or move up to 40 pounds

What We Offer

• Competitive salary + incentive bonuses
• Health, dental, and vision insurance
• Paid time off and holidays
• Employee discounts
• Career growth and advancement opportunities
• Ongoing training and development

Work Environment

This role requires the ability to make precise, repeated movements of the fingers, hands, and wrists, and involves close visual work including color, peripheral, and depth perception. The position also requires standing, walking, sitting for extended periods, bending, kneeling, and the ability to lift and/or move up to 40 pounds.

This position regularly works in an ecommerce and production setting and may be frequently exposed to moving or mechanical equipment. The noise level is typically moderate.

Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Our Application Process

Are you ready to lead with purpose? Apply today!

We look forward to learning how you can help us make a meaningful impact in our community.