Customer Service Manager

Goodwill - Lemoyne, PA

Full-time - Mid Level

Lemoyne, PA

Social Assistance

About the position

The Customer Service Manager at Goodwill is a pivotal role that focuses on enhancing the customer experience while driving sales and operational efficiency at the Lemoyne store. This position is not just about managing the front-end operations; it embodies the spirit of Goodwill, which is about making a positive impact in the community. The manager will oversee various aspects of store operations, ensuring that customers receive exceptional service and that the store meets its sales goals consistently. The role requires a hands-on approach to managing staff, inventory, and merchandising, all while fostering a supportive and team-oriented environment. In this role, the Customer Service Manager will be responsible for maximizing sales performance through effective merchandising strategies, including proper rotation and display of merchandise. The manager will also be tasked with hiring, training, and developing staff, ensuring that they are equipped to provide quality customer service. This includes conducting performance evaluations and maintaining a team-based approach to work. The manager will interface with the Point of Sale (POS) system, ensuring that all transactions are processed accurately and that any technical issues are communicated to the IT team. Additionally, the Customer Service Manager will play a crucial role in maintaining the store's safety and security protocols, ensuring compliance with all policies and procedures. This includes overseeing cash handling practices and reporting any concerns to the Loss Prevention team. The manager will also be responsible for maintaining a clean and safe environment for both customers and employees, promoting a culture of safety within the store. Overall, this position is about leading by example, promoting a supportive culture, and ensuring that Goodwill continues to make a difference in the lives of its customers and the community.

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.
• Ensures training and merchandising guidelines are followed.
• Oversees the new goods inventory within the store, maintaining merchandising, categorizing, and replenishing of new goods daily.
• Interfaces with the POS system and provides feedback to the IT team as necessary.
• Provides backup to the Production Manager as necessary.
• Completes any other assignments designated by the management team.
• Collects and deposits all monetary donations from coin boxes.
• Serves as a role model and promotes a supportive culture among team members.
• Promotes a safety culture by being compliant with safety rules, policies, procedures, and regulations.
• Ensures proper operation of security and safety systems, including cash handling procedures and incident reports.
• Ensures compliance with all policies, manuals, and handbooks.
• Communicates progress, problems, and concerns to the Store Manager.

Requirements

• High school diploma/GED completion required.
• One (1) year of retail production supervisory experience required.
• One (1) year goal setting and tracking experience required.
• Proficiency with Microsoft Office suite software, especially Word and Excel.
• Strong interpersonal and communication skills are essential.
• Valid driver's license with reliable transportation is required.
• Willingness to transfer to other store locations within the GKA system as needed.
• Bilingual skills are a plus.
• Exhibits a high level of integrity and business ethics.
• Exhibits a high level of adaptability and flexibility.
• Must complete and successfully pass State background check, Child Abuse Clearance, and FBI Clearance.

Nice-to-haves

• Bilingual skills are a plus.