Ecommerce Customer Service Coordinator presso Goodwill of Greater Washington

The Ecommerce Customer Service Coordinator supports the efforts of all leads and supervisors by resolving customer relations matters with a focus on improving business operations that directly tie into customer satisfaction. This position is responsible and will be held accountable for behaving in accordance with divisional and organizational RISE values and expectations.

Essential Duties and Responsibilities: 

1. Responsible for all activities related to E-Commerce customer service. 
2. Respond to customer service inquiries through email/phone and follow-up to ensure customer satisfaction. 
3. Monitor E-Goods and E-Books software to ensure daily and update marketplaces as required. 
4. Monitor online marketplaces to ensure orders and data are accurate. 
5. Provide guidance to Managers and Coordinators regarding staff performance with production quality and/or other performance deficiencies that arise from customer reports. 
6. Work with department leaders to correct quality control issues to increase customer satisfaction. 
7. Observe and record any associate relations issues and provide feedback to management. 
8. Provide feedback to management regarding associate performance and assist with the performance review process. 
9. Coordinate with shipping team at the end of each day to ensure shipping close out. 
10.  Process returns daily. 
11.  Act as the hub for all internal and external communications. 
12.  Process all shipping claims, and facilitate the scheduling and delivery of local pickup orders. 
13. Update Daily/Weekly/Monthly reports for Ecommerce team as directed. 
14. Monitor online marketplace performance rating to ensure that we meet the company’s expectations. 
15. Provide administrative support for the Ecommerce management team regarding customer service and order fulfillment. 
16. Provide exceptional customer service through accurate and efficient work. 
17. Crosstrain and fill in for the Ecommerce Sales Coordinator and Ecommerce Shipping Coordinator in their absence. 
18. Maintain and adhere to all agency policies and procedures. 
19. Perform other duties as assigned. 

Required Qualifications: 

1. High school diploma or equivalent and at least one year of relevant experience. 
2. Experience with online marketplaces like eBay, ShopGoodwill and Amazon. 
3. Proficient in the English language. 
4. Experience using calculator, telephone, computer, printer and other equipment required to perform this role. 
5. Ability to meet daily goals and timelines with minimal supervision. 
6. Ability to exhibit a professional image and positive attitude consistently 
7. Ability to continually provide feedback for process improvements 
8. Self – motivated.  
9. Excellent organizational skills