Customer Service Manager Online Sales

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 (including pregnancy and related conditions sexual orientation or gender identity) national origin disability military status age genetic information or any other category protected by applicable federal state and local fair employment practice laws.

Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. Please contact Goodwill of Central and Northern Arizona at 1- option 6 or if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act.

For questions about your application or employment with Goodwill of Central and Northern Arizona please contact our Candidate Support Line at 1- option 5.

PHISHING SCAM WARNING: Goodwill of Central and Northern Arizona/Goodwill Industries of Monocacy Valley Inc. (GCNA/GIMV) are among several companies recently made aware of a phishing scam involving con artists posing as hiring managers recruiting via email text and social media. The imposters are creating misleading email accounts conducting remote interviews and making artificial job offers in order to collect personal and financial information from unsuspecting individuals. Please note that GCNA/GIMV only use company email addresses which contain @ or @ to communicate with candidates via email. The company also uses secure tools on our website to receive data from applicants and would never ask them to submit their personal banking information to apply for an open job. If you are contacted by someone about an open job at GCNA/GIMV please verify the domain of the senders email address and that they are asking you to apply on this website. If you believe you have been a victim of a phishing scam please visit the Department of Homeland Securitys Cyber Smart website ( to learn how to report it.