E-Commerce Manager

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 everyones 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 EXPECTATION
Position Summary
The E-Commerce Manager will manage the E-Commerce operations under the guidance of the VP of Operations to achieve production goals, sales goals, and highest sales potential within the E-Commerce Department.

Responsibilities
Completes overall daily managerial duties and operations of the E-Commerce Department while communicating to the VP of Operations for direction.
Provides continuous training to E-Commerce team members by using the Team Member Guidebook, Asset Protection Manual, and E-Commerce manuals.
Provides exceptional customer service by maintaining a positive and helpful personality on the phone or through email when responding to customer inquiries and opportunities.
Meets minimum production goals as set by the VP of Operations.
Sorts incoming E-Commerce totes from the Retail Stores to select the proper merchandise to list on ShopGoodwill.com or send to Deja Blue.
Sorts jewelry, tests, authenticates, and assists in the preparation of outgoing jewelry totes for the Retail Stores.
Maintains comprehensive knowledge and complete understanding of each E-Commerce team members job functions.
Manages staff and resources to meet preset sales and expense goals.
Managesinventory and order fulfillment for the E-Commerce Store (E-Books, E-Collectibles and future ventures).
Managesonline sales and returns.
Assists E-Commerce Assistant Manager in maintaining logs of daily production and sales goals.
Creates and maintains a pictured picklist that is distributed to the Retail Stores to ensure correct merchandise is sent to E-Commerce.
Ensures theadherence to the department budget.
Assists in the development of critical performance standards as it is related to online store and auction site postings.
Ensures payment collections of sold items.
Manages customer service issues.
Analyzes results and metrics and proposes improvements based on results.
Provides continuous training to E-Commerce team members by using the Team Member Guidebook, Asset Protection Manual, and E-Commerce manuals.
Completes all E-Commerce related paperwork in an accurate and timely manner.
Communicates store requirement needs for merchandise to appropriate team members.
Assists E-Commerce Assistant Manager in documenting and disciplining staff as needed and the handling of evaluations of team members.
Provides excellent customer service, both internally and externally, and facilitates teamwork with all other departments.
Oversees watch and jewelry sort, to ensure that goods rejected for online sale will be made available to the Retail Stores as timely as possible.
Prepares reports for senior management on request.
Prepares outgoing totes/bins for Deja Blue and all Retail Stores.
Assists in any other projects or tasks as determined by management.

Core Competencies
Leadership Sets and enforces standards. Applies organization core values to guide decision making. Works well with others and encourages teamwork and development. Displays initiative. Self-confident and motivates others. Fair and consistent when evaluating or modifying behaviors in others. Celebrates and rewards accomplishments.
Job Knowledge 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.
Accountability Results oriented. Sets goals, accepts responsibility for achieving results, and quality of work. Takes ownership, remedies errors, and learns from mistakes. Responds professionally to constructive criticism.
Communication Possesses effective verbal/non-verbal, written, listening, and digital skills. Articulates complex and simple thoughts proficiently with colleagues, supervisors, direct reports, and customers. Effectively persuades and affects change.
Professionalism Consistently conducts self in a competent, skilled and responsible manner. Performs to the highest standards with dedication, ethics, and integrity. Depicts the brand and represents the business appropriately.

Job Specific Competencies
Computer Skills Possesses expertise in select IT proficiencies pertinent to the position. Computer skills may include internet and email, hardware and software, word processing, graphics and multimedia, spreadsheets and databases, and programming and scripting. Understands trends in technology and uses technology to enhance performance and advance work products throughout Goodwill.
Product Expertise Has a thorough understanding of the product and customer impact. Knows product features and understands the marketplace. Collaborates and shares expertise with others. Solves problems with or elevates the product for increased productivity and effectiveness.
Organization and Planning Establishes and prioritizes tasks and objectives. Maintains focus on multiple tasks while effectively utilizing time, energy, strengths and workspace. Information and work product is logical, consistent, and accessible.
Problem Solving Applies creative and analytical approach to identifying issues, understanding contributing factors and investigating core complications. Works to resolve complex situations independently or in groups. Utilizes negotiation skills when necessary. Delivers sustainable solutions. Implements and evaluates effectiveness.
Results Oriented Defines and exceeds goals with resolve and ingenuity. Designs and implements plans. Possesses vision and identifies steps for achievement. Ambitious and goes above and beyond expectations. Assesses and revises strategies based on outcomes.

Education, Experience, and Requirements

• Must possess a working knowledge of retail and computer technology.
• Must be able to do basic mathematical computation.
• Proficiency with Microsoft Office Suite software, including a strong emphasis on Word and Excel.
• Must possess strong interpersonal skills with excellent communication skills.
• Bilingual (English and Spanish) a plus.
• Exhibits a high level of integrity and business ethics.
• Exhibits a high level of adaptability and flexibility.

• High School Diploma or equivalent completion or Bachelors degree in any related field preferred.
• Minimum of 2 years of retail management experience preferred.
• E-Commerce retail and inventory control experience preferred.

• Ninety percent of duties will be performed in an office environment with regulated temperatures.
• Ten percent of duties will be conducted in the Warehouse or other assigned Goodwill locations where no cooling or heating will be available. Exposure to extreme heat, cold, dust, and humidity may be a possibility.

• 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, and kneeling.