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 EXPECTATIONPOSITION EXPECTATIONS 

Position Summary

​​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. Meets or exceeds sales goals on a consistent basis.
• ​Directs, supervises, trains, and evaluates all sales associates within their store. 
• ​Participates in interviewing candidates for entry level retail roles.
• ​Ensures that quality customer service is presented and provided by all team members in a timely and courteous manner to all customers, donors, and other team members. 
• ​Ensures training and merchandising guidelines are followed.
• ​Contributes input to and assists in administering team member evaluations. 
• ​Oversees the new goods inventory within the store. Maintains the merchandising, categorizing, and replenishing of the new goods daily.
• ​Interfaces with POS (Point of Sale) system, 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. 
• ​Collects all found money and donated jewelry daily. Money found must be given to the manager with the name of the team member. All paperwork needs to be emailed within the same day. Jewelry is sent back to E-Commerce.
• ​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 team members.
• ​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. 
• ​Ensures proper cash handling including enforcement of cash register procedures and submission of required fields.
• ​Assists in any other projects or tasks as determined by management. ​ 

Core Competencies

 

Leadership  

Sets and enforces standards. Applies organization core values to guide decision making. Works well with others and encourages teamwork and development. Displays initiative. Self-confident and motivates others. Fair and consistent when evaluating or modifying behaviors in others. Celebrates and rewards accomplishments. 

Job Knowledge 

Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols. 

Accountability 

Results oriented. Sets goals, accepts responsibility for achieving results, and quality of work. Takes ownership, remedies errors, and learns from mistakes. Responds professionally to constructive criticism. 

Communication 

Possesses effective verbal/non-verbal, written, listening, and digital skills. Articulates complex and simple thoughts proficiently with colleagues, supervisors, direct reports, and customers. Effectively persuades and affects change. 

Professionalism  

Consistently conducts self in a competent, skilled and responsible manner. Performs to the highest standards with dedication, ethics, and integrity. Depicts the brand and represents the business appropriately. 

 

Job Specific Competencies  

Initiative 

Proactively evaluates, selects and takes action to solve current and potential problems. Meets objectives with a sense of urgency. Identifies new opportunities before being asked. 

Dependability 

Meets deadlines and works autonomously. Focused, punctual, and maintains consistent attendance. Accountable and can be relied upon during challenging and unexpected situations. 

Service Oriented 

Supports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills. Establishes and maintains effective relationships. Meets quality standards and evaluates customer satisfaction and results.

Quality Focused 

Strives for excellence. Organized, methodical, accurate and thorough. Understands scope of responsibility. Improves performance and outcomes. Problem solves and manages time restraints. Maintains the highest level of product and customer experience. Develops and implements best practices and accreditation standards. 

Results Oriented  

Defines and exceeds goals with resolve and ingenuity. Designs and implements plans. Possesses vision and identifies steps for achievement. Ambitious and goes above and beyond expectations. Assesses and revises strategies based on outcomes. 

 

Education, Experience and Requirements 

Required 

• ​​Minimum of 1 year of retail supervisory experience 
• ​Proven reliability in meeting attendance expectations 
• ​Must be able to operate and obtain certification for use of the power stacker.
• ​Team members in this position are required to travel at moment 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. 
• ​Exhibits a high level of integrity and business ethics.
• ​Exhibits a high level of adaptability and flexibility. ​ 

Preferred 

• ​​High school/GED completion preferred. 
• ​Bilingual (English and Spanish) a plus.​ 

 

Environmental Factors

• ​​ Duties will be conducted at the Retail Store, Central 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 

• ​​ Must be able to lift, carry, push, pull a minimum of 50 pounds. 
• ​Must be able to tolerate prolonged standing, walking, reaching, stooping, lifting, pulling, bending, kneeling.​