What are the responsibilities and job description for the Retail Manager / Customer Support position at Girl Scouts of Oregon and Southwest Washington?

Job Description

Salary : $19.83 to $23.80 / hour DOE

Girl Scouts of Oregon and Southwest Washington seeks a customer-service-oriented Retail Customer Support Specialist who shares our vision of helping Girl Scouts change the world. Girl Scout volunteers are encouraged to apply

What You'll Do

As the Retail Customer Support Specialist, youll be responsible for managing the retail operations of the Bend Service Center and providing customer support. Youll ensure smooth day-to-day operations, customer engagement, and efficient inventory management. Additionally, you will support customer service as the first line of contact for members in need of assistance.

Responsibilities

Retail (approximately 25 hours per week)

Maintain a customer-friendly, organized, and well-stocked retail space, adhering to Girl Scout Merchandising planograms.
Greet visitors and customers in a warm, professional manner; provide guidance on Girl Scout uniforms, insignia, and merchandise.
Coordinate service center room reservations, assist with key handoff, and ensure proper usage of meeting spaces.
Maintain and organize office supply inventory.
Process daily sales transactions, ensure accurate inventory, and participate in the annual inventory reconciliation process.
Manage merchandise ordering and restocking in coordination with the Director of Retail, maintaining accurate inventory levels.
Coordinate and conduct traveling stores for Girl Scout events as needed.
Handle light building maintenance tasks (e.g., coordinating with janitorial services or handling equipment invoices).
Process daily sales and reporting to finance.
Attend volunteer meetings as needed to promote Girl Scout shops.
Ensure that assigned e-commerce, email, online, telephone, mail, and FAX orders are filled in a timely manner as determined by council policy.
Deliver bank deposits or orders to the post office as required.

Customer Support (approximately 15 hours per week)

Serve as the primary point of contact for inquiries received via phone, email, and web forms; log interactions in Salesforce.

Resolve first-level support cases efficiently, providing timely and accurate responses to ensure an excellent customer experience.

Promptly escalate complex cases to the appropriate tier or department, ensuring smooth handoffs and clear documentation for resolution.

Independently manage escalated cases as needed, applying advanced knowledge, critical thinking, and effective communication to achieve successful outcomes.

Utilize Salesforce FAQ databases, update customer records, and recommend database enhancements based on customer feedback.

Route questions and inquiries to the appropriate department or individual in Salesforce.

Support data accuracy by updating customer records and logging interactions appropriately.

Assist with membership inquiries, including processing registrations, troop placements, and renewals.

What You Bring

We are most interested in finding the best person for this job, who will be successful and satisfied in the role. If you believe you are that person, we encourage you to apply, even if you do not meet every qualification listed below.

Four (4) years of total relevant education and experience, including customer service and retail.

Experience with customer relationship management (CRM) systems, such as Salesforce, preferred.

Girl Scouts experience preferred - existing volunteers are encouraged to apply.

Excellent customer service skills.

Excellent communication skills, with the ability to convey information clearly and professionally.

Intermediate computer and technological proficiency, including Microsoft 365.

Adept at learning and adapting to new systems, technologies, and processes, including Salesforce and point-of-sale (POS) systems.

Strong organizational and time-management skills with excellent follow-through on commitments.

Ability to work independently in a retail setting.

Ability to work collaboratively as part of a remote support team.

Ability to manage priorities in a fast-paced environment with minimal supervision.

Actively contribute to a collaborative team environment, fostering strong working relationships within the department and across other departments to achieve shared goals.

Able to work a flexible schedule, including some evenings, weekends, and occasional overnight trips.

Reliable transportation and ability to travel to meetings and events across Oregon and Southwest Washington. Able to transport materials and equipment to / from events.

Bilingual (English / Spanish), preferred.

Work Conditions & Physical Requirements :

Indoor environment 98%

Outdoor events 5%

Travel to other locations 5%

Use of computer, phone, and other office equipment 100%

Lifting up to 25 pounds 10%

Pushing and pulling up to 25 pounds 10%

Reaching above and below shoulder level 10%

The Details

Compensation Starting at $19.83 to $23.80 per hour, depending on qualifications. Plus $1.25 per hour for Spanish language skills at a conversational level or higher.

Benefits We offerhealth, dental, life insurance, paid time off, and paid holidays. We also offer a retirement plan with a 3.5% employer contribution. For more details, visit www.girlscoutsosw.org / careers.

Hours Full-time, business hours, with some flexibility. Occasional event attendance, including weekends and evenings.

Location Retail job duties will be performed out of our Bend Service Center. Customer support job duties may be performed remotely if you meet internet connectivity standards. This role also requires occasional local traveland rare overnight and long-distance travel. All staff are required to participate in in-person meetings, events, work assignments, and retreats, the frequency and location of which are determined by business needs.

About Girl Scouts of Oregon and Southwest Washington

At Girl Scouts of Oregon and Southwest Washington, it's our mission to build Girl Scouts of courage, confidence, and character who make the world a better place. Staff support a network of dedicated volunteers who bring Girl Scouts programming to youths in their community. Since 1912, Girl Scouts has supported children and young adults in achieving their full potential. Today, Girl Scouts stands as the preeminent leadership development organization for young women. With Girl Scouts of Oregon and Southwest Washington, you can make a difference in the lives of Girl Scouts, adult volunteers, and the world.

Diversity, Equity, and Inclusion

We encourage, value, and honor diversity and support a culture of equity and inclusion. We are committed to fostering diversity at every level of the organization. We are an equal opportunity employer.

We recognize that a commitment to these values is a living commitment that requires attention, reflection, and continual action. All employees must support these efforts and participate in training, projects, and initiatives to forward this work.Click here to read our complete Equity Statement.

How to Apply

Submit your application via ourCareers site.

Active Girl Scouts of Oregon and Southwest Washington (GSOSW) employees may be permitted to serve as episodic volunteers, troop leaders, or troop volunteers, with some limitations. Employees may not volunteer in a service unit role, on the board of directors, or a board committee of GSOSW, any other Girl Scout Council, or GSUSA.

Salary : $20 - $24

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