E-Commerce - Customer Service Coordinator

Position Summary:

Oversee all E-Commerce customer service activities, including responding to inquiries via email and phone, ensuring prompt follow-ups for customer satisfaction, and managing returns and shipping claims. Monitor and update online marketplaces, maintain performance ratings, and support order fulfillment, including local pickups. Collaborate with department leaders to address quality control issues and provide performance feedback. Offer administrative support to the E-Commerce management team and fill in for team members as needed, while adhering to company policies and procedures.

Duties:  

· Responsible for all activities related to E-Commerce customer service.

· Responds to customer service inquiries through email/phone and follow-up to ensure customer satisfaction.

· Facilitates the scheduling, picking and handling of local pickup orders.

· Monitors online marketplaces and update marketplaces as required.

· Provides guidance to other Managers and Coordinators regarding staff performance with production quality and/or other performance deficiencies that arise from customer reports.

· Works with department leaders to correct quality control issues to increase customer satisfaction.

· Processes daily returns.

· Processes all shipping claims.

· Monitors online marketplace performance rating to ensure we achieve company expectation.

· Provides administrative support for the E-Commerce management team regarding customer service, reporting and order fulfillment.

· Provides detail-oriented customer service through accurate and efficient work.

· Fills in for other E-Commerce associates as needed or during absence.

· Maintains and adhere to all company and departmental policies and procedures.

· Performs other duties as assigned.

Position Requirements:

Minimum Qualifications

· High school diploma or equivalent.

· Must have excellent organizational skills.

· Must be an excellent communicator, both verbally and in writing. 

· Must be familiar with online marketplaces like eBay and Amazon.

· Must exhibit a professional image and positive attitude consistently.

· Must be able to continually provide feedback for process improvements.

· Must be able to meet daily goals and timeliness with minimal supervision.

· Must be a reliable team member who is aware of the work needs of others.

· Must be proficient with standard office software, email, and telephone systems.

· Must be able to effectively manage inquiries, follow up with customers, and support order fulfillment promptly and professionally.

Preferred Qualifications

· Experience providing administrative support in various E-Commerce roles.

· Demonstrated experience in customer service in an E‑Commerce or online retail environment.

· Proven ability to monitor performance metrics and address quality control issues collaboratively.

Physical Demands:

· Mobility: Must be able to navigate warehouses, including walking and standing for long periods.

· Lifting Requirements: Must be able to lift or carry donation containers and jewelry weighing up to 25 pounds.

· Posture & Movements: Prolonged periods of sitting, with frequent use of hands and fingers for typing, mouse usage, and handling small objects. Must also be able to reach, bend, stoop, and climb ladders or stairs as necessary.

· Manual Dexterity:  Must be able to operate standard office equipment, handle small jewelry items and operate digital tools necessary for E-commerce operations.

· Vision Requirements: Must possess accurate close-up vision is necessary for detailed inspection, photography, computer and digital work.

· Communication: Requires consistent verbal and written communication, including video calls, phone calls, and email correspondence with team members, vendors, and customers.

Working Conditions:

· Work is performed in a warehouse environment with exposure to varying temperatures and moderate noise levels.

· May occasionally be exposed to dust and odors from inventory items.

· Use of personal protective equipment (PPE) as required by safety protocols.

· Flexible work schedule, including potential evening or weekend shifts during peak operational periods.

What We Offer: In addition to pay and benefits, you will receive valuable training and experience. Best of all, when you come to work, you’ll know that your efforts make a meaningful difference in countless lives and communities.  Join the Goodwill team and you will find more than a job…You will find a career with a cause! To learn more about our company and team, please visit our website:
Rappahannock Goodwill Industries is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. At Rappahannock Goodwill Industries, we don’t just accept difference – we celebrate it, support it, and thrive on it for the benefit of our team and the communities we serve. We encourage all to apply because we believe a diversity of voices leads to better discussions, decisions, and outcomes for everyone.

Actual compensation will be determined based on candidate’s’ qualifications, relevant experience, skills, education, certifications, and internal equity.