Customer Service Manager - Full Time

Goodwill Keystone Area; Lancaster (Lancaster County); On-site; USD 42,000 - 62,000; Full time

Job summary

Goodwill Keystone Area is seeking a Customer Service Manager to lead the Donated Goods Retail team. The role focuses on maximizing sales, training staff, and maintaining superb customer service across store operations.

Responsibilities include inventory oversight, POS system interaction, and cross-department collaboration. The ideal candidate has supervisory retail experience, strong communication, and a commitment to ethical, safe store operations.

Qualifications

• High school diploma or GED is required.
• One year of retail production supervisory experience is required.
• One year of goal setting and tracking experience is required.

Responsibilities

• Maximizes sales through proper rotation, display, signage, and inventory of processed merchandise.
• Hires, orients, trains, coaches, and evaluates staff; promotes teamwork across departments.
• Ensures quality customer service is provided by employees in a timely and courteous manner.
• Oversees new goods inventory and maintains merchandising, categorizing, and replenishment daily.
• Interfaces with POS system and assists in updates and timely paperwork.
• Provides backup to Production Manager as necessary.
• Ensures compliance with safety and asset protection policies.

Skills

Interpersonal skills

Communication

Team leadership

Adaptability

Education

High school diploma or GED

Tools

Microsoft Office

Excel

Job description

Position: Customer Service Manager

Department: Donated Goods Retail

Reports to: Store Manager

Status: 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.

Duties and Responsibilities

• 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.
• Collect 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.
• Contributes to the organization by supporting additional tasks and projects as needed.
• Promotes an environment of workplace safety by training and informing others regarding safety standards/precautions. Monitors safety and takes corrective action. Ensures that regulatory safety requirements are adhered to.
• Communicates progress, problems, and concerns to the Store Manager.

Positions Supervised

Sales Associate

Education and Experience

• High school diploma or GED equivalent.
• One (1) year of retail production supervisory experience required.
• One (1) year goal setting and tracking experience required.
  • (For internal applicants, one (1) year supervisory experience may be waived if the internal applicant successfully completed ninety (90) days as a Customer Service Coordinator or Production Coordinator and completed the following modules: Leadership Development, Financial Literacy, Production/Process Analysis, and Human Resources.)

Skills/Abilities/Qualifications

• Must be able to continuously perform repetitive work, at a set pace.
• 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.
• 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.
• 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.
• 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.