CUSTOMER SERVICE MANAGER

Job Summary :

The Customer Service Manager assists the Store Manager in the front-end operations of the store to maximize collections, production, sales, salvage and customer service.

Responsibilities :

• Maximize sales performance through proper rotation, display, signage and inventory of processed merchandise. Meet or exceed sales goals on a consistent basis.
• Direct, supervise, train and evaluate all sales associates and cashiers within their store.
• Participate in interviewing candidates for entry level retail roles.
• Ensure that quality customer service is presented and provided by employees in a timely and courteous manner to all customers, donors and other employees.
• Ensure training and merchandising guidelines are followed.
• Contribute input to and assist in administering associate evaluations.
• Interface with the POS (Point of Sale) system and provide feedback to the IT team as necessary and assist in the roll out of updates and modifications.
• Complete order fulfillments daily and back-up the Production Manager if needed.
• Any other assignments designated by management team.
• Ensure that store and surrounding premises are kept clean and free of safety hazards.
• Ensure that safety procedures are understood and followed by all store employees.
• Ensure that asset protection matters are reported and investigated accurately and in a timely manner.
• Ensure proper operation of security and safety systems including, but not limited to : door locks, alarms, office door, bank deposits, refunds, safe, incident reports, fire extinguishers and cash handling procedures.
• Ensure proper cash handling including enforcement of cash register procedures and submission of required fields.
• Assists in any other projects as determined by management.
• Ensure compliance with all Goodwill of Southern Nevada (GWSN) policies provided in the Team Member Goodwill Guidebook, Goodwill Industries International standards, and safety and security regulations.
• Adhere to all GWSN Manuals, handbooks, policies and procedures.

Qualifications :

• Must be able to work in open warehouse environment being exposed in various weather and temperature conditions to include extreme heat, humidity and cold.
• High school / GED completion.
• Ability to follow verbal instructions and to work as a team member.
• Must be able to read and write.
• Must be able to continuously perform repetitive work, at a set pace.
• Minimum of a year of retail supervisory experience.
• Possess strong interpersonal skills through command of the English language in order to work with customers and employees.
• Provide proof of identification and eligibility to work in the United States of America.
• Meet qualitative and quantitative performance standards as established by the company.
• Must have reliable transportation to be able to travel to different Goodwill locations at a moment's notice.
• Team Member in this position will periodically be transferred to other Goodwill retail stores, based on business operational needs.
• Must be fluent in English, bilingual a plus.
• Must exhibit a high level of integrity and business ethics.
• Requires a high level of adaptability and flexibility.
• No record or disclosure of criminal conviction within 7 years from date of application that indicates a tendency towards theft, violence, dishonesty, deceit, drug manufacture or sale, moral turpitude, or predatory behavior.
• Must provide proof of identification and eligibility to work in the United States of America.

Environmental Factors : Due to the donation of materials, dust and animal hair may be present in the warehouse / backroom throughout the year.

Position is generally standing or walking. Some bending, kneeling and lifting is required when dealing with merchandise or donations.

Work at times can be conducted in an outdoors environment where no cooling or heating will be available. Exposure to heat, cold, dust and sometimes humidity is a possibility.

Physical Factors : Lift / Carry : 50 lbs. Push / Pull : 100 lbs.