E-Commerce Customer Service Specialist

JOB SUMMARY: The primary role of the E-commerce Customer Service Specialist is to respond to all customer inquiries via email or phone. In addition, they will manage the “local pick up” process for items won by individuals who want to pick up their item instead of having it shipped to them.

Direct Reports: This is not a supervisory position

ESSENTIAL JOB FUNCTIONS:

• Reviews and responds to all customer inquiries within 1 business day.
• Prepares items for pick up that the customer elected to pick up locally or were designated as local pick up only when listed on the site.
• Maintain log of all items signed for as local pick up.
• Follows all policies and procedures established by shopgoodwill.com and by Goodwill Central Oklahoma.
• Assists in maintaining overall E-commerce department appearance, including cleanliness of facility and housekeeping to Agency standards.
• Maintains a positive work environment by behaving and communicating in a positive manner with co-workers and the management team.
• Attend all meetings and training as required by the organization.
• Review and be familiar with Goodwill of Central Oklahoma safety policies, programs and procedures and adhere to all safety rules, regulations, and safety codes. Attend safety training and meetings and report any unsafe work conditions, accidents, or injuries immediately.

ADDITIONAL RESPONSIBILITIES:

• Perform other duties and projects as required by management.

QUALIFICATIONS:

• High School diploma or GED.
• 6 months experience in a customer service role
• Must be 18 years old.
• Ability to speak, read and write the English language.
• Reliable transportation or the ability to consistently work scheduled days.
• Bilingual a plus.

CORE COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following:

• Live the Values
• Results Driven
• Customer Focus
• Communication
• Job Skills Knowledge
• Builds/Leads Teams

KNOWLEDGE, SKILLS, AND ABILITIES:

• High level of attention to detail.
• Excellent verbal and written communication skills.
• Strong organizational skills and the ability to work on multiple projects at once.
• Strong sense of internal and external customer service.
• Ability to adapt to growth and a changing environment within the Agency.
• Good math skills, reading skills and basic accounting knowledge.
• Good interpersonal skills: able to work well with a wide range of people.
• Strong time management skills and demonstrate adherence to timelines and schedules.
• Good follow through on projects and deliverables.
• Good problem-solving skills.
• Ability to complete and maintain:

• Proficiency in Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.

PHYSICAL REQUIREMENTS: The characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• This work is physical and requires the following activities: Standing, walking, twisting, bending, grabbing, and reaching for long periods of time; occasional squatting, kneeling, stooping; good finger dexterity and feeling; frequent repetitive motions; talking, hearing, and visual acuity.
• The ability to push, pull and lift up to 25 pounds, or more with assistance.
• Employee is required to operate a computer and handle donated goods.

WORK ENVIRONMENT:

• Works in climate-controlled warehouse environment most of time but will be exposed to airborne particles such as dust, mold, dirt, and pollen as well as extreme heat and cold.
• Must be available to work during operating hours as needed for business operations. Work schedule may include days, evenings, holidays and blackout periods, weekends may be required.
• Works up to 30 hours per week.
• Moderate noise level.