Customer Service Manager

Position Overview Responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals for Goodwill of the San Francisco Bay. Directs all aspects relating to the daily operations of the sales floor, leading the team and driving the business. Key Responsibilities Execute retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location. Make decisions on matters relating to the day-to-day retail operation within defined work area. Conduct new goods inventory and ensure proper reporting. Reconcile and balance all daily paperwork. Ensure Team Members deliver excellent customer service to donors and customers. Work to de-escalate customer situations while finding an appropriate solution; involve upper management, as needed. Maintain the day-to-day operations of the store, managing and meeting Team Member and customer needs. Ensure store locations are clean, well-kept, and reflect the Goodwill brand appropriately. Transfer to different stores at any given time due to business needs. Oversee and maintain the day-to-day operations of the sales floor, including daily maintenance, custodial duties, and floor standards. Provide regular mentoring and training to develop skills of Retail Sales Associates; ensure that Team Members operate per company standards and procedures. Ensure that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influence any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business. Perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes, as needed. Process complex sales transactions, including customer returns. Collaborate with store leadership to establish clear company vision and ensure Team Member engagement. Maintain regular and consistent in-person attendance. Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members. Play critical role in driving company culture change efforts and change management processes. Perform other related duties, as assigned. Key Competencies Leading Your People: Effectively engage and inspire others to become proud members of Goodwill by being a role model in every action and interaction. Acquires and Retains Top Talent: Create and motivate the highest quality workforce to ensure Goodwill becomes a best-in-class organization. Fosters a Foundation of Trust: Establish an environment of trust and respect that inspires high engagement. Builds Diverse Partnerships: Develop strategic partnerships inside and outside the organization to support the Goodwill vision and brand. Leading Performance: Deliver high performance results through effective decision-making, planning, and execution to exceed customer expectations. Manages Performance and Results: Develop and execute plans that drive accountability for operational success. Makes Sound and Timely Decisions: Model managerial courage, business acumen and discernment to make sound decisions that positively impact business results. Surpasses Customer Expectations: Establish an attitude and commitment to “wow” the customer. Leading the Business: Possess the knowledge and expertise to lead the operations, deliver results, control budget, & drive business growth. Applies Business and Financial Reasoning: Understand how the team’s performance and financials contribute to the success of the Goodwill Mission. Acts Strategically: Develop distinctive strategies to achieve competitive advantage and translate a strategic vision into specific objectives and action plans. Embraces Change and Innovation: Establish an environment that anticipates and embraces change and innovate. Qualifications High School Diploma, GED, or equivalent work experience. One year of work experience in Retail Management (preferred). One year of customer service experience (required). Proficiency in Microsoft Office Suite. Ability to pass a background check and drug screen, where applicable for the position. Ability to speak and read English proficiently. Benefits Medical, dental & vision insurance. Retirement fund. Professional development training. Commuter benefits. Flexible healthcare spending account. Mental health & wellbeing employee assistance program. Reasonable Accommodation Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Equal Employment Opportunity Statement Goodwill of the San Francisco Bay is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race (including traits associated with race, e.g., hairstyles), color, religion, sex (including pregnancy and related conditions, sexual orientation, or gender identity), national origin, disability, military status, age, genetic information, or any other category protected by applicable federal, state and local fair employment practice laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. Please contact Goodwill of the San Francisco Bay at View phone number on click.appcast.io option 6 or View email address on click.appcast.io if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act. For questions about your application or employment with Goodwill of the San Francisco Bay, please contact our Candidate Support Line at View phone number on click.appcast.io, option 5. #J-18808-Ljbffr Goodwill Industries International, Inc.