Customer Service Supervisor

## Description

**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 EXPECTATIONPOSITION EXPECTATIONS**

**Position Summary**

​​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 consistent basis.
• ​Participates in interviewing candidates for entry level retail roles.
• ​Ensures that quality customer service is presented and provided by all team members in a timely and courteous manner to all customers, donors, and other team members.
• ​Ensures training and merchandising guidelines are followed.
• ​Contributes input and assists in administering team member evaluations.
• ​Interfaces with POS (Point of Sale) system and provides feedback to 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.
• ​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 handing including enforcement of cash register procedures and submission of required fields.
• ​Assists in any other projects or tasks as determined by management. ​

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**Core Competencies**

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| [Job Knowledge](https://workforcenow.adp.com/theme/legacyAppShell.html?href=%2Fwfn%2Ftalent%2Fperformance%2FUxPerformanceManagementNew.faces&title=Performance%20Dashboard&rid=pracPerformance) | Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols. |

| [Dependability](https://workforcenow.adp.com/theme/legacyAppShell.html?href=%2Fwfn%2Ftalent%2Fperformance%2FUxPerformanceManagementNew.faces&title=Performance%20Dashboard&rid=pracPerformance) | Meets deadlines and works autonomously. Focused, punctual, and maintains consistent attendance. Accountable and can be relied upon during challenging and unexpected situations. |

| Service Oriented | Supports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills. Establishes and maintains effective relationships. Meets quality standards and evaluates customer satisfaction and results. |

| [Teamwork](https://workforcenow.adp.com/theme/legacyAppShell.html?href=%2Fwfn%2Ftalent%2Fperformance%2FUxPerformanceManagementNew.faces&title=Performance%20Dashboard&rid=pracPerformance) | Works collaboratively and respectively with others and is sensitive to team member engagement. Communicates openly seeking and providing support. Shares knowledge, provides assistance, and contributes well as a leader, facilitator, or participant. Accountable to team. |

**Job Specific Competencies**

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| Initiative | Proactively evaluates, selects and takes action to solve current and potential problems. Meets objectives with a sense of urgency. Identifies new opportunities before being asked. |

| Sales Skills | Demonstrates skills and methods used in selling, persuading, or promoting goods. Profit oriented. Aware of competition strategies and tactics in the marketplace. Aggressively makes decisions and realizes business implications. Knows product and understands Goodwill Practices and trends affecting the workplace. |

| Quality Focused | Strives for excellence. Organized, methodical, accurate and through. Understands scope of responsibility. Improves performance and outcomes. Problem Solves and manages time restraints. Maintains the highest level of product and customer experience. Develops and implements best practices and accreditation standards. |

| Patience | Accepts or tolerates delays or problems without becoming anxious or unprofessional. Steadfast despite opposition, difficulty or adversity. Maintains ability to meet goals, sustain services, collaborate with coworkers, and overcome obstacles. |

**Environmental Factors**

• ​​Duties will be conducted at the Retail Stores, Central 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**

• ​​Must be able to lift, carry, push, and pull a minimum of 50 pounds.
• ​Must be able to tolerate prolonged standing, walking, reaching, stooping, lifting, pulling, bending, kneeling. ​

## Qualifications
**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.