Customer Service Manager

6 days ago

Goodyear, Arizona, United States Pebble Creek Store (150th Dr & McDowell Rd) Full time

Job Summary:

The Retail Sales Floor Leader will oversee the daily operations of the sales floor at Pebble Creek Store (150th Dr & McDowell Rd), ensuring a high level of customer service and sales performance. This role will lead a team of Retail Sales Associates, providing guidance, training, and coaching to achieve sales goals and maintain a positive store environment.

Key Responsibilities:

  • Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly sales goals for the store.
  • Make decisions on matters relating to the day-to-day retail operation, including inventory management and customer service.
  • Conduct new goods inventory and ensure proper reporting.
  • Reconcile and balance all daily paperwork.
  • Ensure Team Members deliver excellent customer service to donors and customers.
  • Work to de-escalate customer situations while finding an appropriate solution; involves upper management, as needed.
  • Maintain the day-to-day operations of the store, including managing and meeting Team Member and customer needs.
  • Ensure store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
  • Transfers to different stores at any given time due to business needs.
  • Oversees and maintains the day-to-day operations of the sales floor, including daily maintenance, custodial duties, and floor standards.
  • Provides regular mentoring and training to develop skills of Retail Sales Associates; ensures that Team Members are operating per company standards and procedures.
  • Ensures that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influences any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business.
  • May perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes, as needed.
  • Processes complex sales transactions, including customer returns.
  • Collaborates with store leadership to establish clear company vision and ensure Team Member engagement.
  • Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
  • Provides regular mentoring, training, and coaching to develop skills of Team Members.
  • Plays a critical role in driving company culture change efforts and change management processes.
  • Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
  • Performs other related duties, as assigned.

Requirements:

  • High School Diploma, GED, or equivalent work experience.
  • One-year work experience in Retail Management, preferred.
  • One-year customer service experience required.
  • Proficient in Microsoft Office Suite.
  • Ability to pass a background check and drug screen, where applicable for position.
  • Ability to speak and read English proficiently.

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