Customer Service Supervisor

ESSENTIAL EXPECTATIONS

Customer Service Expectations

Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.

Diversity, Equity, and Inclusion Expectations

Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.

Safety Expectations

At Goodwill, safety is everyone's job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.

POSITION EXPECTATIONS

Position Expectations

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

Responsibilities

• Maximizes sales performance through proper rotation, display, signage, and inventory of processed merchandise.

• Meets or exceeds sales goals on a consistent basis.

• Participates in interviewing candidates for entry level retail roles.

• 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.

• Contributes input to and assists in administering associate evaluations.

• 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.

• Completes order fulfillments daily and backs up the Production Manager if needed.

• Completes any other assignments designated by the management team.

• Ensures that the store and surrounding premises are kept clean and free of safety hazards.

• Ensures that safety procedures are understood and followed by all store employees.

• Ensures that asset protection matters are reported and investigated accurately and in a timely manner.

• 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 proper cash handling including enforcement of cash register procedures and submission of required fields.

• Assists in any other projects as determined by management.

Education, Experience, and Requirements

• High school/ GED completion preferred.

• Minimum of 1 year retail experience.

• Must be able to continuously perform repetitive work, at a set pace.

• Must possess strong interpersonal skills with excellent communication skills.

• Bilingual a plus.

• Exhibits a high level of integrity and business ethics.

• Exhibits a high level of adaptability and flexibility.

Environmental Factors

• Duties will be conducted at the retail store, warehouse, or other assigned Goodwill locations where no cooling or heating will be available. Exposure to extreme heat, cold, dust, animal hair and sometimes humidity.

Physical Factors

• Able to lift, carry, push, and pull a minimum of 50 pounds.

Prolonged standing, walking, reaching, stooping, lifting, pulling, bending, kneeling.