E-Commerce Customer Service Coordinator

Department: Donated Goods Retail

Supervisor: E-Commerce Manager

BASIC FUNCTION

Manages the E-Commerce operations under guidance of the E-Commerce Manager in order to achieve production goals, sales goals and answer customer service questions on all platforms.

JOB DUTIES AND RESPONSIBILITIES

Coordinates all customer service issues in a prompt and professional manner to include but no limited to: all email inquiries, returns, and refunds.

Ensure that all shipping is timely and meet established timelines for the platform used for posting.

Sort and organize all product deemed high retail value to include but not limited to: separating items for authentication, creating lots to create higher value and prepare items for posters. Be able to post, ship and sort when needed. Perform all authentications that are needed for the department.

Assists in the development of critical performance standards as it related to online site.

Assists with supporting the staff, enforcing and communicating Goodwill policies, manuals, handbooks, policies and procedures.

Oversees all E-Commerce operations in the absence of the E-Commerce Manager

Participate in interviewing candidate for entry level E-commerce roles. Contribute input to and assist in administering associate evaluations.

Work with our operating system to accept inventory/manifests and research product as needed. Assist E-Commerce Manager in staff meeting to communicate updates and improvements.

Monitor product flow to ensure sufficient inventory to meet E-Commerce goals. Communicate as needed with E-Commerce Manager to increase product flow when needed.

Ensure security of all online items at all times and communicate any issues with Loss Prevention/E-Commerce Manager.

Act as a resource to all employees and be able to share and teach product knowledge to continue to make the process of sending items more efficient. Work closing with Store Managers to maximize online sales.

Represents Goodwill in a positive and professional manner along with good internal and external customer service and communication skills.

Promotes an environment of workplace safety. Performs all duties in a safe manner and adheres to all safety guidelines to include, but not be limited to: proper footwear and gloves worn at all times; aisles maintained free of clutter; etc.

Maintain a clean, organized work area as well as all areas inside E-commerce and surrounding areas.

Communicates progress, problems, and concerns to E-Commerce Manager.

POSITIONS SUPERVISED

This position is not a supervisory position; however, oversight of team includes coaching, training and development of team members. All supervisory duties including, but not limited to hiring, disciplinary action, performance reviews presentation and termination are the responsibilities of Store Manager.

E-Commerce Associate

E-Commerce Jewelry Poster

E-Commerce Associate Packer/Shipper

JOB SPECIFICATIONS

• High School Diploma or equivalent; or three years related experience.
• Experience of 1-year retail; thrift store/consignment preferred
• Must have excellent communication skills and able to train/teach others
• Proven experience/knowledge of current resale markets, online and thrift. To include fashion trends, antiques and collectables
• Able to work independently and in a team environment.
• Must have good computer skills and knowledge of Microsoft products.
• Must be able to lift and carry up to 30lbs on occasion.
• Able to stand for long periods of time with occasional bending, pushing and reaching.