Customer Service Coordinator

Goodwill Keystone Area; Lancaster (Lancaster County); On-site; USD 32,000 - 44,000; Full time

Job summary

Goodwill Keystone Area is seeking a Customer Service Coordinator to support front-end operations and overall store performance. The role focuses on maximizing sales, delivering excellent customer service, and assisting with staff training, merchandising, and safety compliance.

You will work under the Store Manager in Donated Goods Retail, coordinating duties and ensuring smooth daily operations to enrich the shopping experience for community members and donors.

Qualifications

• High School Diploma or GED or 3 years related experience.
• Supervisory experience preferred but not necessary.
• Previous retail experience preferred.
• POS and basic computer experience preferred.

Responsibilities

• Maximize sales performance through proper rotation, displays, signage and inventory of processed merchandise.
• Represent Goodwill Keystone Area with excellent customer service to customers, donors and employees.
• Train and develop sales associates and ensure merchandising guidelines are followed.
• Assist with cash handling and cash register procedures, opening/closing procedures.
• Support staff and enforce Goodwill Keystone Area policies.
• Assist with opening and closing of the store as assigned by the manager.
• Participate in interviewing candidates for entry level retail roles and support associate evaluations.
• Ensure compliance with asset protection policies; report problems to Store Manager.
• Support organizational programs and events as required.
• Promote workplace safety and communicate progress to Store Manager.

Skills

Customer service

Interpersonal skills

Flexible schedule

Basic math skills

Education

High School Diploma or GED

Job description

Description

Position: Customer Service Coordinator

Department: Donated Goods Retail

Reports to: Store Manager

Status: Non-Exempt

Goodwill Keystone Area is committed to creating a culture of belonging where all people feel respected and valued. This is because we celebrate the diversity of thought, the richness of the human experience and the desire to reflect the communities we serve.

Summary

Work with store leadership to assist in the front-end operations or anywhere assigned to assist to maximize the collection, production, sales, salvage and customer service of the store. Serving customers to enrich their shopping experience within the communities we serve.

Duties and Responsibilities

• Maximize sales performance through proper rotation, displays, signage and inventory of processed merchandise. Meet or exceed sales goals on a consistent basis.
• Represents Goodwill Keystone Area in a positive manner by providing excellent customer service at all times to all customers, donors and other employees.
• Responsible for training and developing sales associates and ensure merchandising guidelines are followed throughout the sales floor.
• Assists in ensuring that all paperwork is completed in an accurate and timely manner to include opening/closing procedures, ensuring cash handling including enforcement of cash register procedures.
• Assists with supporting the staff, enforcing and communicating Goodwill Keystone Area policies, manuals, handbooks, policies and procedures.
• Perform opening and closing of the store as assigned by the manager.
• Participate in interviewing candidate for entry level retail roles. Contribute input to and assist in administering associate evaluations. Be backup to Customer Service Manager as needed.
• Assists with ensuring and enforcing compliance with all asset protection policies and procedures. Reports problems and concerns to the Store Manager and/or Regional District Director in the absence of the Store Manager.
• Supports and promotes organizational programs and special events as required.
• Contributes to the organization by supporting additional tasks and projects as needed.
• Promotes an environment of workplace safety. Ensures that duties are performed in a safe manner and safety requirements are adhered to.
• Communicates progress, problems, and concerns to the Store Manager.

Positions Supervised

This position is not a supervisory position; however, oversight of team includes coaching, training and development of team members. All supervisory duties including, but not limited to hiring, disciplinary action, performance reviews presentation and termination are the responsibilities of Store Manager.

Team

• Donor Service Representative
• Merchandise Processor
• Sales Associate
• Utility Associate

Qualifications

Education and Experience

• High School Diploma or GED equivalent; or three (3) years related experience.
• Supervisory experience preferred but not necessary.
• Previous retail experience preferred.
• POS and basic computer experience preferred.

Skills/Abilities/Qualifications

• Must be able to work in an open warehouse environment being exposed to various weather and temperatures.
• Must exhibit a high level of integrity and business ethics.
• Meet qualitative and quantitative performance standards as established by the company.
• Must be able to continuously perform repetitive work at a set pace.
• Ability to communicate effectively, strong interpersonal skills and possess the ability to hear, speak and write.
• Must have basic math skills.
• Must be able to work a flexible schedule to include weekends and evenings.
• Must complete and successfully pass State background check, Child Abuse Clearance and FBI Clearance.

Goodwill Keystone Area is an Equal Opportunity Employer and is committed to complying with all federal, state, and local laws that prohibit discrimination in employment. We provide equal employment opportunities to all qualified individuals without regard to disability or status as a protected veteran.