E-Commerce Lead

Job Description Job Description

E-COMMERCE LEAD

DIVISION 400

SUMMARY DESCRIPTION: 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 E-Commerce clerks.

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

EXEMPLARY DUTIES / RESPONSIBILITIES:

Assist manager with training and provides feedback to aid team in evaluating all e-commerce team members.

Provides training necessary for new E-Commerce 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 E-Commerce platforms. Shipping production and packing. Receiving inventory, sorting and product distribution. Inventory storage maintenance.

Assist manager with preparation and deployment of E-Commerce 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:

For paid orders is completed daily. Unsold orders are pulled daily.

Ensures shipping of paid orders is consistently completed and maintains a less than 5% paid and not shipped status.

Collect all sold and paid jewelry orders daily.

All other job-related duties as assigned.

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:

Photograph 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 inquiries including but not limited to:

Shipping General merchandise Refunds Damages All other inquires as related to Shop Goodwill 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.

EDUCATION/EXPERIENCE:

High school diploma or GED preferred. Minimum of two years supervisory experience in retail or consignment. Must be able to work under minimal supervision.

KNOWLEDGE:

Must be able to operate a digital camera. Basic PC & related equipment proficiency. Knowledge and comfortability of Windows, DOS, Excel, Word, Internet and Outlook. Photo editing software preferred. Adobe Photoshop and Microsoft Applications preferred. Must be able to type 45 WPM. Knowledge of the principles and practices of online sales management.

SKILLS:

Must be able to speak, read, write and understand the English language. 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.

Core Competencies:

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 –Exhibits objectivity and openness to others’ 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.

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. Goodwill is a culturally diverse and inclusive organization.