Customer Service Manager

Goodwill Keystone Area is a well-established nonprofit organization dedicated to empowering individuals and communities through the creation of job training and employment opportunities. As part of the larger Goodwill network, this organization operates retail stores that sell donated goods, utilizing the revenue generated to fund their community programs and initiatives. Goodwill Keystone Area is committed to creating a culture of belonging where all people feel respected and valued. The organization celebrates the diversity of thought, the richness of the human experience, and strives to reflect the communities it serves. This mission-driven establishment focuses on making a positive difference in the lives of the people within its service region, providing accessible programs that help individuals improve their skills and achieve greater independence and success in the workforce.

The Customer Service Manager position within Goodwill Keystone Area is a vital role focused on enhancing the retail experience for customers while supporting the overall operational success of the store. Reporting directly to the Store Manager, the Customer Service Manager oversees the front-end operations of the store, ensuring maximum customer satisfaction and operational efficiency. This is an exempt position, emphasizing the responsibility to maintain smooth daily store functions. Responsibilities include maximizing sales performance by ensuring proper rotation, display, signage, and inventory management of processed merchandise. The manager is also charged with hiring, training, coaching, and evaluating store staff to foster a productive and collaborative work environment. This role requires an individual who can model Goodwill’s values and positively influence the store culture.

In this leadership position, the Customer Service Manager guarantees that every customer, donor, and employee receives courteous and timely service, maintaining a professional and welcoming atmosphere. Additionally, the manager oversees the handling and categorizing of new goods inventory daily and ensures compliance with merchandising guidelines and training protocols. The position also requires interfacing with the store’s Point of Sale (POS) system and collaborating with the IT team for system improvements. The manager supports the Production Manager when necessary and handles monetary donations collected from coin boxes, including deposits.

A significant part of the role involves ensuring store security and safety by monitoring door locks, alarms, safe management, incident reports, and cash handling procedures, fostering a secure workplace for both employees and customers. The Customer Service Manager is responsible for enforcing compliance with all asset protection policies and workplace safety standards and communicates regularly with store management regarding progress, concerns, or issues. This position demands flexibility in working environments, as duties take place in retail areas, warehouses, and other locations where environmental conditions can vary. The role offers an opportunity to contribute meaningfully to the community-oriented mission of Goodwill Keystone Area, blending customer service excellence with operational leadership to drive the store’s success.