Customer Service Associate, eCommerce

Goodwill is one of the leading non-profit brands in the world and one of the largest non-profits in Southern California. We are a rapidly evolving organization and yet we have never been more focused on our Mission, on our people, and on our future. It’s always a GOOD day in SoCal! The Customer Service Associate supports the eCommerce team by delivering a high-quality customer experience across online and in-person interactions. This role assists with customer inquiries, order coordination, and scheduled pickups while ensuring each interaction reflects Goodwill’s mission and service standards. The Customer Service Associate utilizes point-of-sale systems, supports donation initiatives, and collaborates with operations and shipping teams to ensure accurate, efficient, and professional service delivery. What you'll do: Customer Experience & Service Delivery Respond to customer inquiries across eCommerce platforms, phone, and in-person interactions in a timely and professional manner. Provide a positive and consistent customer experience that reflects the Company’s mission and service standards. Serve as a point of contact for customer concerns, partnering with team members to resolve issues effectively. Order Pickup Coordination Manage and support daily customer pickup schedules, ensuring appointments are organized and executed efficiently. Prepare for upcoming appointments by reviewing schedules and coordinating with internal teams. Assist customers during pickup, including verifying orders and facilitating a smooth handoff of merchandise. Point-of-Sale & Donation Support Utilize cash register systems to complete transactions accurately and efficiently. Consistently promote and support the “Give at the Register” initiative by requesting donations during each customer interaction. Cross-Functional Collaboration Partner with shipping and operations teams to locate, pick, and prepare orders for customer pickup. Collaborate with internal teams to support order accuracy, timely fulfillment, and issue resolution. Assist with operational tasks and projects as needed to support overall eCommerce performance. Physical & Operational Support Assist with handling and transporting merchandise, including occasionally lifting heavier items and supporting customers with loading purchases. Maintain a clean, organized, and safe work environment. Additional Duties & Responsibilities Performs Operations and Production Associate duties when not assisting online customers. Adhere to all company safety policies and procedures, promoting a safe and compliant work environment. Other duties and special projects as assigned. What you bring: High school diploma or general education degree (GED) required. 1–2 years of experience in customer service, retail, eCommerce, or a related environment. Experience interacting with customers in person, online, or over the phone. Familiarity with point-of-sale systems, basic computer applications, or order management systems preferred. Ability to work in a fast-paced environment while maintaining accuracy and strong attention to detail. Strong communication and interpersonal skills with a focus on providing excellent customer service. Must have intermediate knowledge of computer programs in a Windows environment, including Word, Excel and E-mail. Background and drug screen required. Why You’ll Love It Here: Opportunity to grow within Goodwill’s retail leadership pathway. Supportive, mission-driven culture focused on developing people and strengthening communities. Work in a dynamic environment where teamwork, service, and purpose come together. What's in it for you: Hourly Rate: $18.37 Discount at Goodwill Socal retail locations Goodwill Perks: Discounts on dining, retail, theme parks and movies Employee Assistance Program: Mental and physical wellness, financial and legal resources and career and education partners Full-time Positions are eligible for: Medical, dental, vision insurance Flexible Spending Account - FSA Life insurance403(b) retirement plan Paid time off (PTO) Tuition Reimbursement Join our mission to transform lives through the power of work — while growing your career with a purpose-driven retail organization making a lasting impact in Southern California communities. #LI-DNI Goodwill Industries in Southern California is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability or protected veteran status. If you'd like more information about your EEO rights as an applicant under the law, please click here: Goodwill gives preferential consideration to persons with barriers to employment. Persons with disabilities are encouraged to apply. Equal Employment Opportunity Goodwill is committed to a policy of equal employment opportunity for applicants and employees. Employment decisions will comply with all applicable laws prohibiting discrimination in employment including Title VII of the Civil Rights Act of 1964, the Age Discrimination Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, and any other characteristic protected by federal or state law. Nondiscrimination on the Basis of Disabilities In furtherance of our commitment to end discrimination against qualified disabled individuals, and in accordance with the provisions of Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, and all regulations properly issued thereunder to protect the rights of qualified disabled persons, it is Goodwill's policy that no program or activity administered by it shall exclude from participation, deny benefits to or subject to discrimination any individual solely by reason of his or her disability. Equal employment opportunity will be extended to qualified disabled persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination. We further affirm that we will provide reasonable accommodation to the known physical or mental limitations of an otherwise qualified disabled employee or applicant. It is the policy of Goodwill to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment. If you need assistance for accommodations to interview because of a disability, please notify the Human Resources Department. Employment opportunities will not be denied to anyone because of the need to make reasonable accommodations for a disability.