Customer Service Manager

Overview

Bordentown Store - Bordentown, NJ 08620

$18.25 - $22.25 Hourly

The Customer Service Manager is responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals. The Customer Service Manager directs all aspects relating to the daily operations of the sales floor, leading the team and driving the business. Key responsibilities include building, leading, and retaining motivated, high performing teams through effective leadership of Customer Service Associates.

The Customer Service Manager maintains standards of excellent customer service, delivering customer service with respect, dignity, and building loyalty to the Goodwill brand. The position is a member of the Retail Team.

• Follow all Goodwill policies and safety procedures. Must possess professional etiquette.
• Executes retail operations plan to achieve required targeted growth in daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.
• Maintains the day-to-day operations of the store including managing and meeting employee and customer needs.
• Makes decisions on matters relating to the day-to-day retail operation within his/her defined work area.
• Oversees and maintains the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Reconciles and balances all daily paperwork.
• Opens and closes store.
• Processes sales transactions and customer returns.
• Works to de‑escalate customer situations while finding an appropriate solution; involves upper management as needed.
• Ensures that the store complies with all policies and procedures relating to Loss prevention and Safety; influences any changes necessary to meet requirements, ensuring minimum risk to staff members and the business.
• Staff recruit and retain top talent; proactively manages and reviews the performance and progress of Customer Service Associates.
• Assists store leadership with performance management (coaching, discipline, and performance improvement plans) of store personnel.
• Provides regular mentoring, training, and coaching to develop skills of Customer Service Supervisor and Customer Service Associates.
• Collaborates with store leadership to establish clear company vision and ensure staff engagement.
• Conducts new goods inventory and ensures proper reporting.
• Coordinates efforts with various Goodwill divisions.
• Must maintain a clean and neat personal appearance at all times. Must wear company issued uniform.
• Regular attendance is required.
• All other essential duties as assigned.

• Drive Results Devising ways to effectively execute plans by establishing milestones and checkpoints for driving projects and business initiatives to completion, that lead to a standard of excellence and meeting all revenue and operating income goals to fulfill Goodwills mission.
• Leadership Ability to lead effectively in a demanding, fast paced, team environment. Possess the ability to motivate others to achieve. Collaborative team player able to partner with others to achieve business outcomes-concerns with the team success as well as individual performance.
• Communicate Effectively Communicating ideas and information effectively, whether verbal, written, or electronically, across differing organization functions. Using Professional communication. This includes strong listening skills. Fostering collaboration at every level of the organization.
• Exceed Customer Expectations Identifying customer and/or internal partner requirements and expectations as standards to be surpassed; making decisions and taking actions that demonstrate a will to win in the marketplace.
• Demonstrate ability to be self‑motivated and take initiative.
• A collaborative team player able to partner with others to achieve business outcomes concerned with the team success as well as individual performance.
• Visible Leadership skills can motivate others to achieve.
• Solution oriented, decisive by nature.
• Strong work ethic with good attention to detail.
• Influencing and negotiation skills.
• Make Sound and Timely Decisions Using knowledge and experience to make sound decisions that will impact business…