Customer Service Manager - Online Sales

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Job description

515 N 51st Ave Phoenix Arizona, 85043, +1

Starting Pay : $18.00 / Hour

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 (Immediate participation upon hire)
• 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 valuable part of our team and work for a company which has been named a Best Place to work by the Phoenix Business Journal 4 out of the last 5 years. Work for a company which has seen double digit growth year after year for nearly a decade. Work for a company which values diversity and is centered on success. Goodwill of Central & Northern Arizona - We Put People to Work!

Goodwill of Central and Northern Arizona endeavors to make our website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact HR Support at , option 5, or .

We consider applicants for all positions without regard to race, color, religion, sex, sexual orientation, national origin, age, marital or veteran status, the presence of a non-job related medical condition or disability, or any other legally protected status. We will make reasonable accommodation and modification, including adaptive devices, to assist any person with a disability to apply for and, if hired, to perform the duties the position they seek. Assistance could include help in completing on-line application as well as providing alternative communication, e.g., Braille and Large Print.

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 ", 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 sender's 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 Security's Cyber Smart website ( ) to learn how to report it.

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