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Customer Care Associate

2 months ago

Racine, Wisconsin, United States Goodwill Industries of Southeastern Wisconsin, Inc. Full time

The Customer Care Associate is responsible for managing product inventory by organizing and placing items in their designated locations while ensuring effective communication between clients and internal teams. This role involves problem-solving and coordinating information related to customer inquiries as necessary.

KEY RESPONSIBILITIES:

Demonstrates the capability to work both independently and collaboratively within a team setting. Manages inventory by organizing products in their assigned areas. Processes ordered items to fulfill customer purchases. Engages in various tasks to prepare products for online sales and distribution to customers nationwide. Maintains effective communication with clients and internal teams, addressing inquiries and coordinating information as needed. Utilizes creativity and expertise to contribute to specialized projects, including the training and mentoring of new team members.

PRIMARY DUTIES:

  1. Organize and maintain inventory by stocking and placing products that are listed and awaiting purchase.
  2. Analyze, interpret, and respond to customer inquiries regarding a wide range of topics, including orders, order status, pricing, item descriptions, inventory, and shipping/receiving.
  3. Gather detailed information about listed items in response to customer inquiries, which may involve on-site assessments, additional product photography, or testing.
  4. Uphold production environment standards with a positive, team-oriented approach, ensuring optimal efficiency.
  5. Meet or exceed daily productivity targets through efficient product handling, processing items accurately and swiftly, and rotating between tasks regularly.
  6. Assist in the training and mentoring of new associates.
  7. Maintain a clean and organized workspace, adhere to safety protocols, utilize personal protective equipment as necessary, and apply proper body mechanics when performing tasks.
  8. Ensure confidentiality of sales information.
  9. Project and Change Management: Effectively plans and manages personal workload to reliably complete routine responsibilities and special assignments. May act as a team member or subject matter expert on formal projects or within the department. Engages effectively in change initiatives, communicating appropriately with supervisors and following through on learning and skill development necessary to adapt.
  10. Problem Solving: Works independently with light supervision; periodic review of work by a manager or senior colleague. Resolves moderately complex issues, identifying root causes, interpreting data, and implementing solutions.
  11. Technical Skills: Applies professional principles and skills within the area of specialization to modify processes for resolution.
  12. Community Engagement: Advocates for community engagement initiatives and represents the organization positively in the broader community.
  13. Completes other duties and responsibilities as assigned.
REQUIREMENTS:
  1. Basic reading, writing, and mathematical skills.
  2. Proficient computer skills, including knowledge of word processing and the use of email and internet software.
  3. Forklift certification, if required.
  4. Ability to work independently in a professional environment.
  5. Willingness to work varied schedules and flexible hours.
CORE COMPETENCIES:
  1. Basic reading, writing, and mathematical skills.
  2. Proficient computer skills, including knowledge of word processing and the use of email and internet software.
  3. Forklift certification, if required.
  4. Ability to work independently in a professional environment.
PHYSICAL/SENSORY DEMANDS:
  1. Able to stand and/or sit for extended periods.
  2. Able to bend and reach to handle merchandise.
  3. Able to lift, push, or pull a maximum of 75 pounds.
  4. Manual dexterity to operate material handling equipment.
  5. Able to grasp materials for inspection and sorting.
  6. Able to visually observe merchandise and markings, including close-up tasks.
  7. Able to work independently.