GENERAL RESPONSIBILITIES:
This document covers the responsibilities and duties of the eCommerce Assistant Manager. Hereinafter, “eCommerce department” refers to the departments of Shop Goodwill, GoodTwice, eBooks, and Computer Works.
To assist in overseeing Goodwill’s online business while ensuring the customer service, training, and scheduling of personnel is executed to the highest standards.
To provide an efficient, safe environment for the processing of online auctions, the presentation of computers where applicable, and other products from donations while assisting the eCommerce Manager.
To assist in overseeing the Computer Works operation including distribution of computers to store locations for Upstate and Columbia where applicable.
To effectuate a strong work ethic while managing an ecommerce and used computer/electronics operation.
To encourage and promote a mutual associate/customer/donor relationship which enhances the profitability of Goodwill Industries.
To establish positive relationships with associates to successfully implement Goodwill’s mission services.
To assist with any and all eCommerce department duties as requested.
To assist the eCommerce Manager with ensuring all eCommerce department duties are completed in a timely manner including receiving, processing, documenting, photographing, and reporting on all consigned items from stores and donations, as well the listing, documenting, and answering of customer questions, and the packaging, labeling, weighing and shipping of goods sold online.
SPECIFIC RESPONSIBILITIES:
To assist in overseeing the daily operations of Goodwill’s online business.
To monitor item quotas while maintaining the appearance and descriptiveness of high quality products placed online and ensure item descriptions are grammatically correct and spelled properly.
To assist in ensuring that staff listing quotas are met and quality items are listed on a daily basis on Shop Goodwill, GoodTwice, eBay, and/or Amazon.
To ensure the safety, security, efficiency and effectiveness of all eCommerce department functions and consigned items.
To assist in helping the team meet their personal quotas of quality items on a daily basis through proper training, scheduling, and supervision of store personnel.
To maintain adequate production of electronic donations through sorting, computer diagnostics, data destruction, software installation, peripheral testing, prepping and de-manufacturing through supervision, training and procedures where applicable.
In the ECommerce Manager’s absence, oversee the eCommerce department operations, duties, customer service, and support.
To work under the ECommerce Manager’s supervision to learn the functions of operating the eCommerce department operations.
To assist in meeting monthly sales goals.
To assist in maintaining a consistent and organized operation for packing and unpacking new and outgoing product, ensuring that sold items are properly packed and shipped within 5 business days of payment for Shop Goodwill, 1 business day for GoodTwice, 2 business days for eBooks and to work with various outside sources on scheduling shipments and pick-ups.
To identify product that would be a good candidate for sale on Shop Goodwill and/or GoodTwice.com and to ensure it is free of spots, blemishes, tears, rips, etc.
To oversee the GoodTwice program’s social media presence with regular, daily updates in order to increase awareness of site.
To maintain compliance with all applicable DOD standards, etc. that affect the privacy of information that may be stored on computer systems, hard drives, and/or any peripheral attachments where applicable.
To successfully maintain weekly work schedules, reconcile daily sales receipts, and prepare accurate and timely daily reports.
To assist the eCommerce Manager with various outside sources to schedule shipments and pick-ups.
To handle all procedures for the sale of items online as instructed including checking in items, photographing items for auctions, pulls of unsold or sold items, and packaging and shipping of orders as requested.
To assist in handling all customer complaints and find the best resolutions for any other issues and needs that arise. Monitor customer complaints and questions through the use of email, telephone or in person and ensure every situation is handled in a professional manner and within 48 hours.
To assist with the sorting of computer donations, and loading of trucks as requested where applicable.
To perform general housekeeping, custodial, and janitorial duties as may be needed.
To ensure compliance with established Goodwill policies and procedures.
To implement and comply with the requirements outlined in the managers expectations document.
To attend all manager meetings as scheduled.
To perform all other duties as assigned.
