Retail Sales and Customer Service Assistant

Job Purpose

Provides entry-level customer service, administrative, and retail sales support for the Vehicle Donation Program. Communicates with donors, buyers, customers, vendors, and internal teams; enters and maintains accurate information; assists with online vehicle sales and related documentation; and helps ensure each interaction reflects Rawhide's mission and commitment to excellent service.

Essential Functions

• Responds to routine customer, donor, buyer, and vendor questions by phone, email, and digital messaging platforms, escalating complex matters as appropriate.
• Accurately enters, updates, and retrieves customer, donation, vehicle, sales, and vendor information in approved software systems.
• Assists with online vehicle sales, payment or transaction processing, vehicle pick-up coordination, and required sales documentation.
• Supports vehicle transport and logistics by communicating schedules and requirements to internal and external partners.
• Reviews forms and records for completeness and follows established procedures, including applicable DOT and program requirements.
• Performs general administrative support, including sorting, proofreading, copying, transmitting, filing, and organizing information.
• Maintains positive, professional interactions and expresses appreciation to donors, buyers, customers, and vendors.
• Maintains an organized work area and follows safety, confidentiality, and compliance expectations.

Job Responsibilities

Customer Service and Communication

• Provides clear, courteous, and timely information about the vehicle donation and purchasing processes.
• Listens to questions or concerns, resolves routine issues within established guidelines, and refers matters requiring additional support to the appropriate team member.
• Serves as a helpful liaison among donors, buyers, vendors, Donor Service Centers, and Rawhide staff.
• Communicates vehicle handover, pick-up, transport, and documentation requirements accurately.

Retail Sales Support

• Assists with posting, monitoring, and processing online vehicle and miscellaneous-item sales.
• Supports customer transactions and cash-handling procedures, when assigned, in accordance with established controls.
• Assists staff with basic review of donated vehicles and other items for resale potential.
• Helps coordinate vehicle releases and confirms that required documentation is available before handover.

Administrative and Compliance Support

• Maintains accurate electronic and paper records for donations, customers, buyers, vendors, vehicles, and sales.
• Uses office and program software to prepare, proofread, retrieve, copy, transmit, and organize reports, forms, and other documents.
• Checks information for accuracy and completeness and promptly reports discrepancies.
• Follows established legal, DOT, privacy, records-management, and internal compliance procedures.

Team, Mission, and Development

• Works collaboratively with customer service, production, retail sales, and other internal teams to support efficient operations.
• Completes required training and participates in cross-training to provide flexible office and program support.
• Offers practical suggestions to improve customer service, documentation, and workflow processes.
• Protects the credibility of the Rawhide mission by complying with the standard of conduct and demonstrating Rawhide's values in words and actions.
• Performs other duties as directed or assigned by the supervisor.

Qualifications

• High school diploma or equivalent preferred.
• Entry-level position; previous retail, customer service, call center, data entry, or administrative experience is helpful but not required.
• Friendly and professional communication skills with the ability to assist people who have different levels of understanding of donation and sales processes.
• Basic computer skills and willingness to learn program databases, office software, internet research, and digital sales platforms.
• Ability to enter information accurately, proofread work, organize records, and maintain confidentiality.
• Ability to manage multiple tasks, follow established procedures, meet deadlines, and ask for assistance when needed.
• Willingness to cross-train and work cooperatively as part of a team.
• Ability to obtain a Retail Vehicle Sales License if required for assigned duties.
• Cash-handling experience and familiarity with vehicles or basic mechanical concepts are preferred but not required.

Working Conditions

• Primarily office-based, with occasional warehouse or outdoor tasks related to vehicle inspection, documentation, or pick-up.
• Frequent use of a computer and telephone for customer communication and data entry.
• May require occasional lifting of up to 25 pounds.