Customer Service Manager

Goodwill Industries of Monocacy Valley, Inc.; Maryland; Hybrid; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical Plans

Employer Funded HRA

Dental Plans

Vision Plan

401K

Employer Paid Life Insurance

Employee Assistance Program (EAP)

Paid Time Off; Sick and Vacation

Paid Holidays

Job summary

Goodwill Industries of Monocacy Valley, Inc. in Sykesville, MD is seeking an experienced Retail Store Manager to oversee the sales floor, lead a high-performing team, and drive store profitability.

The role requires leadership of daily operations, team coaching, inventory control, and ensuring exceptional customer service while maintaining brand standards. Start pay is $19.25 per hour with a comprehensive benefits package.

Qualifications

• One-year work experience in Retail Management.
• One-year customer service experience required.
• Proficient in Microsoft Office Suite.
• Ability to pass a background check and drug screen, where applicable for position.
• Ability to speak and read English proficiently.
• High School Diploma or Equivalent preferred.

Responsibilities

• Build, lead, and retain motivated, high performing teams through effective leadership of Retail Sales Associates.
• Execute retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production.
• Make decisions on matters relating to the day-to-day retail operation within his/her defined work area.
• Conduct new goods inventory and ensure proper reporting.
• Reconcile and balance all daily paperwork.
• Ensure Team Members deliver excellent customer service to donors and customers.
• Work to de-escalate customer situations while finding an appropriate solution; involve upper management, as needed.
• Maintain the day-to-day operations of the store including managing and meeting Team Member and customer needs.
• Ensure store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
• Oversee and maintain the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Provide regular mentoring and training to develop skills of Retail Sales Associates; ensure that Team Members are operating per company standards and procedures.
• Ensure that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influence any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business.
• May perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes, as needed.
• Process complex sales transactions, including customer returns.
• Collaborate with store leadership to establish clear company vision and ensure Team Member engagement.
• Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
• Provide regular mentoring, training, and coaching to develop skills of Team Members.
• Play a critical role in driving company culture change efforts and change management processes.
• Model Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performs other related duties, as assigned.

Skills

Retail management

Customer service

English proficiency

Microsoft Office

Background check

Education

High School Diploma or Equivalent

Tools

Microsoft Office Suite

Job description

6300 Georgetown Blvd Sykesville Maryland, 21784, [phone] Starting Pay: $19.25 Hourly

Position Description:

Responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Directs all aspects relating to the daily operations of the sales floor, leading the team and driving the business.

• build, leading, and retaining motivated, high performing teams through effective leadership of Retail Sales Associates.
• Executes retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.
• Makes decisions on matters relating to the day-to-day retail operation within his/her defined work area.
• Conducts new goods inventory and ensures proper reporting.
• Reconciles and balances all daily paperwork.
• Ensures Team Members deliver excellent customer service to donors and customers.
• Works to de-escalate customer situations while finding an appropriate solution; involves upper management, as needed.
• Maintains the day-to-day operations of the store including managing and meeting Team Member and customer needs.
• Ensures store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
• Transfers to different stores at any given time due to business needs.
• Oversees and maintains the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Provides regular mentoring and training to develop skills of Retail Sales Associates; ensures that Team Members are operating per company standards and procedures.
• Ensures that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influences any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business.
• May perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes, as needed.
• Processes complex sales transactions, including customer returns.
• Collaborates with store leadership to establish clear company vision and ensure Team Member engagement.
• Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
• Provides regular mentoring, training, and coaching to develop skills of Team Members.
• Plays critical role in driving company culture change efforts and change management processes.
• Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performs other related duties, as assigned.
• Responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities.
• Directs all aspects relating to the daily operations of the sales floor, leading the team and driving the business.

Minimum Qualifications (Education, Experience, Skills):

• One-year work experience in Retail Management, preferred
• One-year customer service experience required
• Proficient in Microsoft Office Suite
• Ability to pass a background check and drug screen, where applicable for position
• Ability to speak and read English proficiently
• High School Diploma or Equivalent preferred

Benefits:

You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:

• 5 Medical Plans
• Employer Funded Health Reimbursement Account (HRA)
• 3 Dental Plans
• Vision Plan
• 401K
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off; Sick and Vacation
• Paid Holidays

These are just a few highlights of our key benefit offerings!

Become a valued member of an organization where good work meets community impact.

Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities.

Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families.

Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation. Everything we accomplish as a team is centered around these core values. Together, we create an inclusive and welcoming environment for each other.

With stores conveniently located near you, you can work for a company where team strength and success are valued and encouraged. Join our team and gain opportunities for job growth at Goodwill and beyond.

Goodwill of Monocacy Valley is an equal opportunity employer.

Qualified individuals seeking employment are considered without regard to race (including traits associated with race, e.g., hairstyles), color, religion, sex (including pregnancy and related conditions, sexual orientation, or gender identity), national origin, disability, military status, age, genetic information, or any other category protected by applicable federal, state and local fair employment practice laws.

Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws.

Please contact Goodwill of Monocacy Valley at 1-833-624-0920 option 6 or [e-mail] if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act.

For questions about your application or employment with Goodwill of Monocacy Valley, please contact our Candidate Support Line at 1-833-624-0920, option 5.