Goodwill Industries of Southern New Jersey and Philadelphia
CUSTOMER SERVICE MANAGER
Goodwill Industries of Southern New Jersey and Philadelphia, Ewing Township, New Jersey, United States
Overview
Customer Service Manager role at Goodwill Industries of Southern New Jersey and Philadelphia. The position is a member of the Retail Team and is responsible for oversight, leadership and achievement for the sales floor and for meeting sales goals. Responsibilities
Follow all Goodwill policies and safety procedures. Must possess professional etiquette. Execute the retail operations plan to achieve targeted growth in daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location. Maintain the day-to-day operations of the store including managing and meeting employee and customer needs. Make decisions on matters related to day-to-day retail operation within the defined work area. Oversee and maintain the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards. Reconcile and balance all daily paperwork. Open and close the store. Process sales transactions and customer returns. Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed. Ensure store compliance with policies and procedures relating to loss prevention and safety; influence changes as needed to meet requirements, minimizing risk to staff and business. Staff recruit and retain top talent; proactively manage and review performance and progress of Customer Service Associates. Assist store leadership with performance management (coaching, discipline, and performance improvement plans) of store personnel. Provide regular mentoring, training, and coaching to develop skills of Customer Service Supervisors and Customer Service Associates. Collaborate with store leadership to establish clear company vision and staff engagement. Conduct new goods inventory and ensure proper reporting. Coordinate efforts with various Goodwill divisions. Maintain a clean and neat personal appearance; wear company-issued uniform; regular attendance is required. All other essential duties as assigned. Qualifications & Requirements
Drive results by planning and executing milestones to achieve revenue and operating income goals. Leadership: ability to lead in a demanding, fast-paced environment and motivate others; collaborate to achieve business outcomes. Communicate effectively: verbal, written, or electronic communication; strong listening skills; foster collaboration. Exceed customer expectations; identify requirements and take actions that demonstrate a will to win. Self-motivation and initiative; collaborative team player. Visible leadership; solution-oriented with strong work ethic and attention to detail. Influencing and negotiation skills; make sound and timely decisions; empower others to decide. Business and financial reasoning; understanding of profit and loss and how unit performance affects overall mission. Acquire and retain top talent; focus on attracting, developing, promoting and retaining high performers. Value and respect diversity; engage with all leaders and team members respectfully. Reliability, safety awareness, honesty/integrity, accountability, working under pressure, enthusiasm, accuracy. Ability to communicate and understand instructions in English; flexible schedule including nights/weekends; valid driver’s license in good standing. Physical demands and work environment; able to work in a hectic environment with occasional high stress; vision corrected to normal limits. Benefits Overview
Benefit eligibility varies by employment type (full-time vs part-time). Full-time employees: Medical, Prescription, Dental, Vision, Life, AD&D, Short-Term & Long-Term Disability, PTO/Holidays, Discounts, Credit Union, Voluntary Benefits, Mylo. Part-time employees (30–37.5 hrs/wk): Medical, Prescription, PTO, Discounts, Credit Union, Voluntary Benefits, Mylo. Part-time employees ( #J-18808-Ljbffr
Customer Service Manager role at Goodwill Industries of Southern New Jersey and Philadelphia. The position is a member of the Retail Team and is responsible for oversight, leadership and achievement for the sales floor and for meeting sales goals. Responsibilities
Follow all Goodwill policies and safety procedures. Must possess professional etiquette. Execute the retail operations plan to achieve targeted growth in daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location. Maintain the day-to-day operations of the store including managing and meeting employee and customer needs. Make decisions on matters related to day-to-day retail operation within the defined work area. Oversee and maintain the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards. Reconcile and balance all daily paperwork. Open and close the store. Process sales transactions and customer returns. Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed. Ensure store compliance with policies and procedures relating to loss prevention and safety; influence changes as needed to meet requirements, minimizing risk to staff and business. Staff recruit and retain top talent; proactively manage and review performance and progress of Customer Service Associates. Assist store leadership with performance management (coaching, discipline, and performance improvement plans) of store personnel. Provide regular mentoring, training, and coaching to develop skills of Customer Service Supervisors and Customer Service Associates. Collaborate with store leadership to establish clear company vision and staff engagement. Conduct new goods inventory and ensure proper reporting. Coordinate efforts with various Goodwill divisions. Maintain a clean and neat personal appearance; wear company-issued uniform; regular attendance is required. All other essential duties as assigned. Qualifications & Requirements
Drive results by planning and executing milestones to achieve revenue and operating income goals. Leadership: ability to lead in a demanding, fast-paced environment and motivate others; collaborate to achieve business outcomes. Communicate effectively: verbal, written, or electronic communication; strong listening skills; foster collaboration. Exceed customer expectations; identify requirements and take actions that demonstrate a will to win. Self-motivation and initiative; collaborative team player. Visible leadership; solution-oriented with strong work ethic and attention to detail. Influencing and negotiation skills; make sound and timely decisions; empower others to decide. Business and financial reasoning; understanding of profit and loss and how unit performance affects overall mission. Acquire and retain top talent; focus on attracting, developing, promoting and retaining high performers. Value and respect diversity; engage with all leaders and team members respectfully. Reliability, safety awareness, honesty/integrity, accountability, working under pressure, enthusiasm, accuracy. Ability to communicate and understand instructions in English; flexible schedule including nights/weekends; valid driver’s license in good standing. Physical demands and work environment; able to work in a hectic environment with occasional high stress; vision corrected to normal limits. Benefits Overview
Benefit eligibility varies by employment type (full-time vs part-time). Full-time employees: Medical, Prescription, Dental, Vision, Life, AD&D, Short-Term & Long-Term Disability, PTO/Holidays, Discounts, Credit Union, Voluntary Benefits, Mylo. Part-time employees (30–37.5 hrs/wk): Medical, Prescription, PTO, Discounts, Credit Union, Voluntary Benefits, Mylo. Part-time employees ( #J-18808-Ljbffr