customer service manager

About the role

Goodwill Keystone Area is committed to creating a culture of belonging where all people feel respected and valued. The Customer Service Manager is responsible for the front-end operations of the store to maximize customer experience, sales, round up, production, rotation and merchandising.

Responsibilities

• Maximizes sales performance through proper rotation, display, signage, and inventory of processed merchandise.
• Hires, orients, trains, develops, coaches, disciplines, evaluates performance, and terminates staff assigned.
• Ensures that quality customer service is presented and provided by employees in a timely and courteous manner to all customers, donors, and other employees.
• Oversees the new goods inventory within the store and maintains the merchandising, categorizing, and replenishing of the new goods daily.
• Interfaces with the POS (Point of Sale) system and provides feedback to the IT team as necessary and assists in the roll out of updates and modifications.
• Ensures that all paperwork is completed accurately and in a timely manner.
• Provides backup to the Production Manager as necessary and completes any other assignments designated by the management team.
• Collects and deposits all monetary donations from all coin boxes.
• Serves as a role model and promotes a supportive culture.
• Ensures proper operation of security and safety systems, including door locks, alarms, office door, bank deposits, refunds, safe, incident reports, fire extinguishers, and cash handling procedures.
• Ensures compliance with all asset protection policies and procedures, as well as cash handling practices and enforcement of cash register procedures.
• Reports issues or concerns to Loss Prevention and ensures all policies, manuals, and handbooks are followed.
• Contributes to the organization by supporting additional tasks and projects as needed and promotes an environment of workplace safety by training and informing others regarding safety standards/precautions.
• Monitors safety and takes corrective action, ensuring that regulatory safety requirements are adhered to.
• Communicates progress, problems, and concerns to the Store Manager.

Qualifications

The Customer Service Manager supervises Sales Associates and requires a high school diploma or GED equivalent, one year of retail production supervisory experience, and one year of goal setting and tracking experience.

Skills

• Must be able to continuously perform repetitive work, at a set pace.
• Proficiency with Microsoft Office suite software, including a strong emphasis on Word and Excel.
• Strong interpersonal skills with excellent communication skills.
• Ability to attend meetings, trainings, and other store-related business within the GKA territory.
• Willing to transfer to other store locations within GKA system according to company needs.
• Bilingual a plus.
• Exhibits a high level of integrity and business ethics.
• Exhibits a high level of adaptability and flexibility.