Ecommerce Customer Service Coordinator - Full Time

Position: Ecommerce Customer Service Coordinator

Department: Donated Goods Retail

Reports to: Ecommerce Manager

Status: Non-Exempt

Goodwill Keystone Area is committed to creating a culture of belonging where all people feel respected and valued. This is because we celebrate the diversity of thought, the richness of the human experience and the desire to reflect the communities we serve.

Summary

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

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 Keystone Area policies, manuals, handbooks, policies and procedures.
• Oversees all Ecommerce operations in the absence of the Ecommerce Manager.
• Participate in interviewing candidate for entry level Ecommerce 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 Ecommerce Manager in staff meeting to communicate updates and improvements.
• Monitor product flow to ensure sufficient inventory to meet Ecommerce goals. Communicate as needed with Ecommerce Manager to increase product flow when needed.
• Ensure security of all online items at all times and communicate any issues with Loss Prevention/Ecommerce 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 Keystone Area in a positive and professional manner along with good internal and external customer service and communication skills.
• Promotes an environment of workplace safety. Assures that duties are performed in a safe manner and safety requirements are adhered to.
• Maintain a clean, organized work area as well as all areas inside Ecommerce and surrounding areas.
• Communicates progress, problems, and concerns to the Ecommerce 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.

Ecommerce Associate

Ecommerce Jewelry Poster

Education and Experience

• High School Diploma or GED equivalent; or three (3) years related experience.
• Experience of one (1) year retail; thrift store/consignment preferred.

Skills/Abilities/Qualifications

• Proven experience/knowledge of current resale markets, online and thrift. To include fashion trends, antiques and collectables.
• Must have excellent communication skills and able to train/teach others.
• 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.

Goodwill Keystone Area is an Equal Opportunity Employer and is committed to complying with all federal, state, and local laws that prohibit discrimination in employment. We provide equal employment opportunities to all qualified individuals without regard to disability or status as a protected veteran.