Customer Service Manager

Job Description

Job Description

Description :

Responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals for Goodwill of the San Francisco Bay. Directs all aspects relating to the daily operations of the sales floor, leading the team and driving the business. Key responsibilities include building, leading, and retaining motivated, high performing teams through effective leadership of Retail Sales Associates.

Essential Duties and Responsibilities :

• Executes retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.
• Makes decisions on matters relating to the day-to-day retail operation within his / her defined work area.
• Conducts new goods inventory and ensures proper reporting.
• Reconciles and balances all daily paperwork.
• Ensures Team Members deliver excellent customer service to donors and customers.
• Works to de-escalate customer situations while finding an appropriate solution; involves upper management, as needed.
• Maintains the day-to-day operations of the store including managing and meeting Team Member and customer needs.
• Ensures store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
• Transfers to different stores at any given time due to business needs.
• Oversees and maintains the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Provides regular mentoring and training to develop skills of Retail Sales Associates; ensures that Team Members are operating per company standards and procedures.
• Ensures that the store 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.
• May perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes, as needed.
• 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.
• Responsible for 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.
• Performs other related duties, as assigned.

Key Competencies / Enabling Attributes :

2. Leading Performance : Delivers high performance results through effective decision-making, planning, and execution to exceed customer expectations.

3. Leading the Business : Possesses the knowledge and expertise to lead the operations, deliver results, control budget, & drive business growth.

Requirements :

Minimum Qualifications (Education, Experience, Skills) :

Physical Requirements :

Reasonable Accommodation Statement :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

What We Offer :

Job Details :

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.