Ecommerce Listing and Customer Service Lead
29 days ago
Wilmington
Job DescriptionPosition Title: Ecommerce Listing & Customer Service LeadLocation: The Goodwill Center, Wilmington DelawareFull TimePay Rate: $16.50 per hour POSITION PURPOSE The Ecommerce Listing & Customer Service Lead is responsible for assisting the Ecommerce Manager with the administration, supervision, listing, jewelry processing, and customer service functions of the Ecommerce division. In this role, the Ecommerce Listing & Customer Service Lead performs jewelry and general lister functions, supervises and motivates team members, analyzes data and workflows, conducts quality checks for product listings, manages customer service activities, and performs administrative tasks to help maximize the efficiency of the Ecommerce operation. ESSENTIAL FUNCTIONS AND BASIC DUTIES: • Works with the Ecommerce Manager to analyze lister and jewelry workflow processes and recommends process improvements to ensure rapid and efficient operations., • Oversees the quality control function for all listings, reviews and corrects product listing information, as needed., • Supervises jewelry donation processing to maximize value. Ensures that jewelry products are secured and processed in an accurate and timely manner., • Ensures customers receive efficient and courteous service. Responds to customer questions and complaints via phone and email within a 24-hour period., • Ensures that incoming product is correctly allocated to appropriate store., • Works with the Ecommerce Manager and Assistant Manager to analyze pricing strategies to maximize profitability and sales. Analyzes sales strategies and implements improvements, as required., • Lists items across all categories, including photographing, writing and posting descriptions of the items, to meet daily listing goals, • Processes jewelry, as needed, to provide additional listings for special listing groups, • Assists with ordering of supplies and tracking of inventory levels. Informs the Ecommerce Manager when items needs to be re-ordered., • Completes refund-related reports and analyzes the results to improve internal processes, • Assists the Ecommerce Manager with training new Ecommerce team members. Identifies training needs to improve team members’ skills and performance., • Ensures that the listing work stations are organized and cleaned at the end of each day., • Contributes to budget management and expense reduction initiatives., • Fosters a positive, team-oriented relationship with management, peers, and team members; and encourages positive interactions across departments., • Assists in the development of Standard Operating Procedures (SOP’s) and other training materials., • Manages listing operations and supervises team members in the absence of the Ecommerce Manager., • Responsible for opening and closing activities., • Assists the Ecommerce Manager with administrative duties, as needed., • Performs other duties, as assigned.EDUCATION/EXPERIENCEAt least 2 years of experience in Ecommerce operations, online sales, product listing, or retail environments. Strong understanding of current online marketing concepts, strategies and best practices is preferred. An equivalent combination of education and/or experience may be considered.SKILLS/ABILITIES:, • Demonstrated computer skills, and ability to learn new digital skills, • Proficiency with MS Office Suite or similar software programs, • Ability to determine the authenticity and/or value of consumer goods, • Demonstrated mathematical skills, • Demonstrated supervisory skills, • Excellent communication skills, including listening and training skills, • Excellent customer service skills, and ability to interact effectively with a diverse constituent population, • Demonstrated organizational skills, along with the ability to multi-task and work in a fast-paced environment, • Demonstrated ability to work independently and in a team environment, • Ability to handle challenging situations with a calm and professional demeanor, • Ability to take the initiative and exercise good judgement at all times, • Ability to communicate and delegate tasks as well as supervise the follow-through of assigned tasks, • Ability to work opening and closing shifts, • Ability to lift and/or move up to 40 pounds WORKING CONDITIONSThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to mechanical parts. The noise level in the work environment is usually moderate. PHYSICAL ACTIVITIES AND REQUIREMENTS: FINGER DEXTERITY: The ability to make fast, simple, repeated movements of the fingers, hands and wrists.TALKING: Talking to others to convey information effectively and to communicate information and ideas in speaking so others will understand.VISUAL ABILIITES: The ability to see details at close range (within a few feet of the observer). Specific vision abilities required by this job include close vision, distance vision, color, vision, peripheral vision, depth perception and the ability to adjust focus.PHYSICAL STRENGTH: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to bend, kneel, or crouch; stand and walk; sit for extended periods of time; use hands to handle, lift and feel objects; reach with hands and arms; and communicate effectively through speech and hearing. The employee frequently lifts and/or moves up to 40 pounds.