Accountabilities:

· Deliver the highest quality customer service to ensure customers are satisfied.

· Record and track order failures and coordinate with the Fulfillment Team Lead and the Production Team Lead to correct the source of the failures.

· Ensure that payments and refunds are processed efficiently and accurately.

Responsibilities:

· Provide customer service satisfaction by researching and responding to every customer communication in a professional manner with quick, accurate, and honest information.

· Manage internal communications regarding unique order fulfillment and customer needs.

· Manage the coordination of appropriate staff to respond to pre-sales inquiries within one business day.

· Monitor quality standards throughout internal operations and provide feedback to Sales & Marketing Coordinator.

· Communicate with the Operations Manager during order fulfillment regarding address changes, cancellations, special requests, quality control, etc.

· Manage the customer returns process including refunds, communication, and feedback.

· Provide backup for all eCommerce positions when necessary through cross-training.

· Attend training events and meetings as scheduled.

· Represent the Mission of Goodwill at all times to our customers, vendors, partners, staff and Program Participants.

· Work safely and adhere to all safety policies and procedures.

· Respects and has knowledge of cultures, ethnicities, gender, sexual orientations and age groups other than one’s own, able to work effectively with all.

· Perform other duties as assigned.

QUALIFICATIONS: (education, work experience, and technical competencies):

· Fast, effective, accurate, and compelling communication skills.

· Experience with online customer service and communication.

· Experience using computers and the internet.

· Must be able to type proficiently.

· Ability to work in close quarters as part of a team.

ABOUT THE ORGANIZATION

Today, Goodwill San Francisco, San Mateo and Marin stands as the original social enterprise model with 20 popular retail locations, 26 donation sites and a thriving e-commerce shopping platform. A beloved and trusted community resource, Goodwill serves the region’s neediest neighborhoods by providing critical job training and support services that transform the lives of thousands of individuals and families through the power of work.

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Benefits:

• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location

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