Customer Service Manager - Online Sales

515 N 51st Ave Phoenix Arizona, 85043, +1 (602) 5138420

Starting Pay :$18.00 Hourly

 

Position Description:

Assists in overseeing assigned E-Commerce departments and operations, including projects, security, safety, and maintaining positive interactions with our customers of Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Assists in other areas of the operation when needed. Ensures that teams are meeting the department goals. 

Essential Duties and Responsibilities:

• Ensures that the shipping department is meeting their daily goals along with the shipping standards necessary for customer satisfaction. 
• Oversees the processes and Team Members of the electronics area. Maintains processes necessary to eliminate personal information on devices we sell. 
• Assists in daily operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for the department.
• Makes decisions on matters relating to the day-to-day retail operation within his/her defined work area.
• Creates end of day reports. 
• Ensures Team Members deliver excellent customer service to customers.
• Works to de-escalate customer situations while finding an appropriate solution; involves upper management, as needed.
• Maintains the day-to-day operations including managing and meeting Team Member and customer needs.
• Ensures areas are clean, well-kept, and reflect a standard of organization necessary to ensure good product flow.
• Ensures that development with Associates is ongoing; ensures that Team Members are operating per company standards and procedures.
• Ensures that the department complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influences any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business.
• Processes complex sales transactions, including customer returns.
• Collaborates with store leadership to establish clear company vision and ensure Team Member engagement.
• Maintains regular and consistent in-person attendance.
• Assists in performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
• Provides regular mentoring, training, and coaching to develop skills of Team Members.
• Plays critical role in driving company culture change efforts and change management processes.
• Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• May perform tasks such as attending personal training and development classes, as needed.
• Able to assist in other departments when needed. 
• Performs other related duties, as assigned.

Minimum Qualifications (Education, Experience, Skills):

• High School Diploma, GED, or equivalent work experience
• One-year work experience in Retail Management, preferred
• One-year customer service experience required
• Proficient in Microsoft Office Suite
• Ability to pass a background check and drug screen, where applicable for position
• Ability to speak and read English proficiently

You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:

• 5 Medical Plans
• Employer Funded Health Reimbursement Account (HRA)
• 3 Dental Plans
• Vision Plan
• 401K
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off; Sick and Vacation
• Paid Holidays
• These are just a few highlights of our key benefit offerings!

Become a valued member of an organization where good work meets community impact. Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities. Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families. Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation. Everything we accomplish as a team is centered around these core values. Together, we create an inclusive and welcoming environment for each other. With stores conveniently located near you, you can work for a company where team strength and success are valued and encouraged. Join our team and gain opportunities for job growth at Goodwill and beyond.

Goodwill of Central and Northern Arizona 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