Customer Service Manager

Allentown, PA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Exact $40,560.00

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

Employee assistance program

Job Description

Goodwill Keystone Area is a nonprofit organization dedicated to providing job training, employment placement services, and other community-based programs for people who have disabilities or face other challenges to finding employment. Operating retail stores that sell donated goods, Goodwill Keystone Area transforms donations into valuable opportunities, helping individuals achieve the skills and confidence needed to enter the workforce and lead independent and productive lives. With a strong commitment to diversity and inclusion, the organization fosters a culture of respect and belonging, reflecting the community it serves and supporting employees at every stage of their career development.

The role of Customer Service Manager at Goodwill Keystone Area is critical in ensuring the smooth front-end operations of the retail stores. This position focuses on maximizing customer satisfaction while driving sales and overseeing the presentation, rotation, and merchandising of donated goods. The Customer Service Manager reports directly to the Store Manager and is responsible for managing sales associates and other team members, cultivating a friendly and productive retail environment. This is an exempt position that involves both leadership and hands-on responsibilities within the store.

The Customer Service Manager plays a key role in achieving sales goals through effective inventory management, merchandising strategies, and exceptional staff training and development. The successful candidate will recruit, train, and evaluate staff, facilitate adherence to merchandising and customer service standards, and ensure all store policies and safety protocols are followed. They will also oversee the handling and depositing of monetary donations, maintain security systems, and interface with point-of-sale systems, offering insights to the IT team for improvements. This role demands a leader who can promote teamwork, demonstrate integrity, and adapt to a dynamic retail environment while keeping a strong focus on community impact.

Job Requirements

High school diploma or GED equivalent
one (1) year of retail production supervisory experience required
one (1) year goal setting and tracking experience required
must be able to continuously perform repetitive work, at a set pace
must complete and successfully pass State background check, Child Abuse Clearance and FBI Clearance
able to lift, carry, push, and pull a minimum of 50 pounds occasionally and 30 pounds frequently
prolonged standing, walking, reaching, stooping, lifting, pulling, bending, kneeling
duties will be conducted at the retail store, warehouse, or other assigned Goodwill Keystone Area locations where no cooling or heating will be available
exposure to extreme heat, cold, dust, animal hair and sometimes humidity

Job Qualifications

High school diploma or GED equivalent
one (1) year of retail production supervisory experience required
one (1) year goal setting and tracking experience required
proficiency with Microsoft Office suite software including a strong emphasis on Word and Excel
must possess strong interpersonal skills with excellent communication skills
must have ability to attend meetings, trainings, and other store related business within the GKA territory
willing to transfer to other store locations within GKA system according to company needs
bilingual a plus
exhibits a high level of integrity and business ethics
exhibits a high level of adaptability and flexibility

Job Duties

Maximizes sales performance through proper rotation, display, signage, and inventory of processed merchandise
meet or exceed sales goals on a consistent basis
hires, orients, trains, develops, coaches, disciplines, evaluates performance, and terminates staff assigned
review job description annually, and updates as well as establishes performance criteria
promotes and models a team-based approach among staff and works across departments to support all aspects of employment at Goodwill Keystone Area
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
oversees the new goods inventory within the store
maintains the merchandising, categorizing, and replenishing of the new goods daily
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
ensures that all paperwork is completed accurately and in a timely manner
provides backup to the Production Manager as necessary
completes any other assignments designated by the management team
collects and deposits all monetary donation from all coin boxes
serves as a role model and promotes a supportive culture
ensures quality customer service is presented and provided by team members in a timely and courteous manner to all customers, donors, and other team members
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 compliance with all asset protection policies and procedures as well as cash handling practices and enforcement of cash register procedures
report issues or concerns to Loss Prevention
ensure all policies, manuals and handbooks are followed
promotes an environment of workplace safety by training and informing others regarding safety standards/precautions
monitors safety and takes corrective action
assures that regulatory safety requirements are adhered to
communicates progress, problems, and concerns to the Store Manager