Member Services Specialist

Member Services Specialist

Department: Impact Programs
Reports To: Director of Member Services
Location: Hybrid Alexandria VA

FLSA Status: Exempt
Position Type: Full-Time

Position Summary

Our Member Services team is seeking a motivated and detail-oriented professional to help us fulfill our mission of closing the need gap by efficiently managing order processing and supporting our nonprofit partners nationwide.

How Good360 is Closing the Need Gap

As the global leader in product philanthropy and purposeful giving Good360s mission is to close the need gap by partnering with more than 400 socially responsible companies to source highly needed donated goods and distribute them through our network of more than 100000 diverse nonprofits that support people in 360 is the link between organizations with so much to give and communities in critical need closing that gap and opening new opportunities for all. Since 1983 Good360 has distributed more than $18 billion in needed goods including more than $3 billion in goods in 2024 alone. Good360 has been named the #2 charity on the Forbes list of Americas Top 100 Charities for 2023 and 2024 and has a 4-star Charity Navigator rating.

The organization has also been recognized as both a top workplace in the Washington DC metro area (by the Washington Post) and as a top nonprofit to work for in the United States (by NonProfit Times).

Key Responsibilities include but are not limited to the following

• Process nonprofit orders accurately and efficiently to ensure timely fulfillment while upholding a high standard of quality and attention to detail.
• Serve as a primary point of contact for nonprofit partners addressing order-related inquiries and resolving issues through email phone chat and ticketing systems in a courteous and professional manner.
• Troubleshoot and resolve order discrepancies or concerns working cross-functionally as needed to ensure a seamless and positive ordering experience for all nonprofit partners.
• Deliver exceptional customer service across multiple channels by handling inquiries with empathy and efficiency across all communication channels.
• Cultivate and maintain strong relationships with nonprofit organizations by responding promptly to questions concerns and feedback fostering trust and long-term collaboration.
• Maintain accurate documentation of partner interactions and issue resolution for tracking analysis and continuous improvement.
• Proactively identify opportunities to improve processes enhance partner satisfaction and streamline operations.
• Collaborate with internal teams to support evolving organizational goals and initiatives as they pertain to nonprofit engagement and service delivery.
• Adapt to new responsibilities and take on additional functions as organizational needs evolve including but not limited to special projects systems testing or new service initiatives.

Qualifications/Requirements

• Bachelors degree in a related field or equivalent experience
• Min 3 years of professional experience in customer service account management or related role
• Excellent written and verbal communication skillswith the ability to provide clear and professional support across different channels
• Ability to collaborate cross-functionally to support nonprofit partners throughout their order processing journey
• Strong organizational and time management skills with the ability to manage multiple priorities simultaneously
• Proficiency with MS Office Suite (Outlook Word Excel)Self-motivated energetic attitude
• Creative problem-solving and proactive approach to improving processes and nonprofit partner experiences
• Experience with CRM and order management platforms (Salesforce NetSuite Magento Asana) a plus.

Benefits

Our team is Good360s greatest asset. We recognize that our team members contribute valuable skills knowledge experience and passion that is critical to the pursuit of our mission and our progress toward closing the need gap. That is why we offer our team members numerous perks and benefits including:

• Heath dental and vision coverage programs (including competitive deductible and reimbursement policy)
• Short-term and long-term disability and life insurance coverage options
• 403B plan with matching
• Generous and flexible paid time off policy
• Volunteer time off policy
• Hybrid work environment

Salary Range

$50000 $55000 annually

Note: Compensation is based on a candidates experience skills education and geographic range is based on Washington (DMV) market data; offers to candidates outside this area will reflect local market data.

Work Location

Hybridbased in our Old Town Alexandria VA office (minimum of two days per week with Tuesday as an anchor day)