Retail Front-End Leader — Customer Experience

Goodwill Keystone; Phoenixville (Chester County); On-site; USD 42,000 - 64,000; Full time

Job summary

Goodwill Keystone Area is seeking a Customer Service Manager to oversee front-end operations, maximizing customer experience and sales. You will lead a team, manage donations handling, and ensure merchandise presentation aligns with store goals.

The role emphasizes staff development, POS oversight, and adherence to policies, with a focus on safety, teamwork, and exceptional customer service across the Donated Goods Retail department.

Qualifications

• Must have strong computer skills including Word and Excel.
• Strong interpersonal and communication skills.
• Bilingual a plus; ability to work across teams and locations.

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. Reviews job description annually and updates performance criteria; promotes a team-based approach across departments.
• Ensures quality customer service is presented and provided by employees in a timely and courteous manner to customers, donors, and other employees.
• Ensures training and merchandising guidelines are followed.
• Oversees the new goods inventory within the store and maintains merchandising, categorizing, and replenishing daily.
• Interfaces with the POS system and provides feedback to IT; assists in rollout of updates; ensures paperwork is completed accurately and timely.
• Provides backup to the Production Manager as necessary.
• Completes other assignments designated by management.
• Collects and deposits all monetary donations from coin boxes.
• Promotes an environment of workplace safety and compliance with asset protection policies.
• Ensures all policies, manuals and handbooks are followed.
• Contributes to the organization by supporting additional tasks and projects as needed.
• Promotes safety standards and ensures regulatory requirements are met.

Skills

Microsoft Office

Interpersonal skills

Bilingual a plus

Education

High school diploma or GED

Job description

Goodwill Keystone Area is seeking a Customer Service Manager to oversee front-end operations, maximizing customer experience and sales. You will lead a team, manage donations handling, and ensure merchandise presentation aligns with store goals.

The role emphasizes staff development, POS oversight, and adherence to policies, with a focus on safety, teamwork, and exceptional customer service across the Donated Goods Retail department.