E-Commerce Lead

E-Commerce Lead

DIVISION 400

Summary Description:

The E-Commerce Lead is directly responsible for assisting the E-Commerce manager by driving shopgoodwill sales, meeting and exceeding sales and expense goals, managing expenses, and monitoring productivity of Shopgoodwill. This position reports directly to the E-Commerce Manager

Exemplary Duties / Responsibilities:

• Assist manager with training and provides feedback to aid team in evaluating all E-Commerce team members.
• Assists in managing staff and provides resources to meet and exceed sales and expense 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 potential 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 & correct of listing to reduce defects and customer services
• Completes Point of Sale (POS) reporting in the absence of assigned team member
• Verify & sign off on all shipments valued over $100 prior to shipment
• Assist with precious metal testing & item photography
• Provide support with pricing & item category details to all team members
• Safeguards company property, including donated goods.
• Reports any incidents of theft, unauthorized possession of company property, dishonest or fraudulent behavior
• Follows all company policies and procedures
• Always acts safely, following all safety rules and regulations.
• Uses good interpersonal skills such as courtesy, sensitivity, politeness and thoughtfulness.
• Performs other duties as requires

Employment Standards:

Education/Experience:

1. High school education – minimum requirement.
2. Previous supervisory experience of at least two (2) years.
3. Ability to work independently.

Knowledge

1. Knowledge of process from point of donation to ultimate sale.
2. Complete knowledge of customer service standards.
3. Detail oriented with proven skills in maintaining accurate and complete records.
4. Strong knowledge of computer use, familiarity with online sales vendors and related software programs. Outlook and Excel skills required.

Skills:

1. Ability to recognize and correct operational inefficiencies
2. Maintain postings for Shop Goodwill sufficient to capture revenue quota.
3. Develop new methods of identification and collection of Shopgoodwill items.
4. Strong computer skills
5. Ability to operate basic office machines
6. Outstanding written and verbal communications skills
7. Proven social media working experience

Core Competencies I:

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

• Confidentiality – Understands and adheres to high level confidentially in all work-related information discussions and information sharing in all meetings of the board, and by upper level staff.
• Ethics and Values – Adheres to Goodwill core values and beliefs during both good and bad times; acts in line with those values.
• Honesty and Integrity – Ability to be truthful and be seen as credible in workplace.
• 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
• Task Management – Communicates changes and progress; completes projects on time and budget.
• 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 other 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 –Exhibits objectivity and openness to other views; welcomes feedback; contributes to building a positive team spirit; promotes inclusiveness, puts success of team above own interests; supports everyone’s efforts to succeed.
• Diversity –Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment. Must be able to work with diverse cultures, as well as those with barriers to employment, inclusive of disabled populations.
• 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.
• Conflict of Interest – At no time can this position operate or participate with another online seller for the personal gain, while employed with Goodwill.

Licenses:

Valid CA Driver’s License, clean DMV record and be insurable to drive company vehicles.

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.