E-Commerce Lead

Shopgoodwill Lead Clerk Job Description

Long Beach

PURPOSE OF POSITION:

To perform a variety of duties in support of Goodwill's e-commerce store. Responsibilities include, but are not limited to: Photographing products, assisting in selection and processing of items as needed; sorting, cleaning and displaying merchandise; helping facilitate shipping and assisting with pickups; rotating out merchandise. Listing products on ShopGoodwill.com, and answering customer service inquiries. Must consistently exceed department quotas, demonstrate production of the highest quality, and demonstrate a willingness to share knowledge with other employees in an effort to strengthen the department as a team.

The E-Commerce Lead is directly responsible for assisting the E-Commerce manager by driving shopgoodwill sales, meeting and exceeding sales and production goals while also managing expenses to stay within or preferably under the department budget. Additionally, aiding in the monitoring of the productivity of Shopgoodwill activities. The e-commerce Lead will also be the primary source for the training and development of newer shopgoodwill clerks.

SUPERVISION RECEIVED: Reports directly to the e-commerce manager and the Senior e-commerce manager.

LEAD CLERK RESPONSIBILITIES:

• Assist manager with training and provides feedback to aid team in evaluating all e-commerce team members.
  1. Provides training necessary for new shopgoodwill employees to develop into highly efficient and productive team members. This includes, but is not limited to training and education in the following areas:
     • General merchandise listing process, practices and identification.
     • Jewelry sorting, testing and marketing on the shopgoodwill site.
     • Shipping production and packing.
     • Receiving inventory, sorting and product distribution.
     • Inventory storage maintenance
• Assist manager with preparation and deployment of shopgoodwill clerks to stores.
• Assists in managing staff and provides resources to meet and exceed sales and production goals.
• Assist in locating potential lost items prior to processing refunds.
• Provide excellent customer service, both internally and externally and facilitate teamwork with all other departments.
• Responds to all assigned customer service inquiries using standard templates in a timely manner.
• Manages and resolves customer service orders, issues, pickups and returns.
• Works with Manager to monitor supplies and order prior to reaching minimum level of inventory.
• Ensure that housekeeping, safety, and security is maintained, reporting all needed repairs, problems and/or hazards immediately.
• Maintains quality of listings with e-commerce clerks via review & aid in correction of their listings as needed to eliminate potential for poor marketing of items on the shopgoodwill site and reduce customer services concerns.
• Completes Point of Sale (POS) entry.
• Assist with precious metal/gemstone testing & item photography
• Provide support with pricing & item category details to all team members.
• Ensures all preventative maintenance work is completed for all equipment, daily/weekly/ monthly.
• Ensures inventory picking is completed consistently:
  1. For paid orders is completed daily.
  2. Unsold orders are pulled daily
• Ensures shipping of paid orders is consistently completed and maintains a less than a 5% paid and not shipped status.
  1. Collect all sold and paid jewelry orders daily.
• All other job related duties as assigned.

MINIMUM JOB REQUIREMENTS:

• High school diploma or GED preferred.
• Must be able to operate a digital camera.
• Must be able to lift up to 50 pounds.
• Basic PC & related equipment proficiency.
• Knowledge and comfortability of Windows, DOS, Excel, Word, Internet and Outlook.
• Experience with photo editing software.
• Experience with Adobe Photoshop and Microsoft Applications.
• Must be able to type 45 WPM.

Must be able to work under minimal supervision. Must be able to speak, read, write and understand the English language.

WORK DEVICES/MATERIALS/EQUIPMENT USED:

Uses various office supplies and equipment including:

• Computer; camera equipment; telephone, printer, copy machine, file cabinets, forms/papers, pens/pencils, etc. Must be able to operate a hand truck and 4 wheeled carts if required.

OTHER DUTIES AND RESPONSIBILITIES:

• Photographs items, edits and crops photos as needed.
• Assists with pulling items for re-listing.
• Assists in sorting, identifying and preparing items for photographing.
• Assists with filling items and maintaining the storage shelves.
• Helps facilitate shipment of items sold.
• Assists with answering customer inquires including but not limited to:
  1. Shipping
  2. General merchandise
  3. Refunds
  4. Damages
  5. All other inquires as related to shopgoodwill goods and services.
• Works overtime if required.
• Performs other job related duties as required.
• Safeguards company property, including donated goods. Reports any incidents of theft or unauthorized possession, abuse, or negligence of company property.
• Acts safely at all times, following all safety rules and regulations.
• Follows all company policies and procedures.
• Promotes and demonstrates cooperation and teamwork. Assists and shares knowledge and information with other employees as needed.
• Uses good interpersonal skills such as courtesy, sensitivity, politeness, and thoughtfulness.
• Works with, trains, and/acts as a good example for program participants receiving training at Goodwill.
• Assisting with onsite customer pick-ups.

PHYSICAL REQUIREMENTS & DEMANDS:

Activity

Not required

Occasionally required

Frequently Required

Continuously required

Balancing

X

Bending

X

Carrying

X

Climbing

X

Crawling

X

Crouching

X

Feeling/Touching

X

Flexing Wrist

X

Grasping/Squeezing

X

Handling/Gross Dexterity

X

Hearing/Listening

X

Kneeling

X

Lifting

X

Pulling

X

Pushing

X

Reaching-Above Shoulder

X

Reaching- Shoulder & Below

X

Sitting

X

Standing

X

Stooping

X

Speaking/Verbal communication

X

Throwing/Tossing

X

Turning Body

X

Twisting Body

X

Typing

X

Walking

X

LIFTING & CARRYING DEMANDS:

Physical Demand Level

Not required

Occasionally

Frequently

Continuously

0-10 lbs

X

10-20lbs

X

20-30lbs

X

30-40lbs

X

40-50lbs

X

50lbs & above with assistance

X

ENVIRONMENTAL CONDITIONS:

Not required

Occasionally

Frequently

Continuously

Indoors

X

Outdoors

X

Dust

X

Exposure to Weather

X

Cold

X

Heat

X

Loud Noises

X

Moving Mechanical Parts

X

Odors

X

Radiant Energy

X

Toxic Chemicals

X

Wet/Humidity

X

CORE COMPETENCIES:

To perform the job successfully an individual should demonstrate the following competencies;

• Problem Solving – identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in a group problem solving situations; uses reason even when dealing with emotional topics, people and/or situations.
• Project Management – Develops project plans, coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
• Technical Skills – Pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Customer Service – Responds promptly to customer needs; solicits employee feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills – Listens to others without interrupting; keeps emotions under control; remains open to others ideas and tries new things.
• Verbal Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills effectively; participates in meetings.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others views; gives and welcomes feedback; contributes to building a positive team spirit; promotes inclusiveness, puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Diversity – Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment.
• Inclusion & Equality – Is inclusive, shows respect and sensitivity for all differences; gender, sexual orientation, and culture. Promotes equality in all aspects of work-life at Goodwill SOLAC.

DESIRABLE QUALIFICATIONS:

• Has the ability to project a positive work attitude even under pressure.
• Dependable, reliable and consistent work performance.
• Ability to follow instructions and meet goals and deadlines.
• Highly organized with attention to detail and high degree of accuracy.
• Ability to interact with all levels of staff as well as with our customers.
• Knowledge of antiques/collectibles desired & fashion.
• Has multi department coordinating/management experience.

This job specification should not be construed to imply that these requirements are the exclusive standard of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required by their supervisor.

Goodwill is a culturally diverse and inclusive organization.