customer service manager

Duties and Responsibilities

• Maximizes sales performance through proper rotation, display, signage, and inventory of processed merchandise.
• Met or exceed sales goals on a consistent basis.
• Hires, orients, trains, develops, coaches, disciplines, evaluates performance, and terminates staff assigned.
• Reviews job description annually, and updates as well as establishes performance criteria.
• Promotes and models a team-based approach among staff and works across departments to support all aspects of employment at Goodwill Keystone Area.
• Ensures that quality customer service is presented and provided by employees in a timely and courteous manner to all customers, donors, and other employees.
• Ensures training and merchandising guidelines are followed.
• Oversees the new goods inventory within the store.
• 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.
• Maintains accuracy and timeliness of all paperwork.
• Provides backup to the Production Manager as necessary.
• 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 quality customer service is presented and provided by team members in a timely and courteous manner to all customers, donors, and other team members.
• Ensures 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.
• 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.
• Ensures all policies, manuals and handbooks are followed.
• Promotes an environment of workplace safety by training and informing others regarding safety standards/precautions.
• Monitors safety and takes corrective action.
• Affirms adherence to regulatory safety requirements.
• Communicates progress, problems, and concerns to the Store Manager.

Qualifications

• High school diploma or GED equivalent.
• One (1) year of retail production supervisory experience required.
• One (1) year goal setting and tracking experience required.
• (For internal applicants, one (1) year supervisory experience may be waived if the internal applicant successfully completed ninety (90) days as a Customer Service Coordinator or Production Coordinator and completed the following modules: Leadership Development, Financial Literacy, Production/Process Analysis, and Human Resources).