Customer Service Representative - Goodwill Industries of SE WIS

The Inventory Associate maintains inventory by stowing listed products in designated areas along with maintaining effective communication between customers and internal staff, problem solving and coordinating information relative to customer inquiries as needed

R ESPONSIBILITY LEVEL:

Demonstrates the ability to work independently and within a team environment. Maintains inventory by stowing listed product in designated areas. Picks ordered product to fulfill purchases. Performs various tasks to prepare items to be sold online and shipped to customers across the country. Maintains effective communication between customers and internal staff, problem solving and coordinating information relative to customer inquiries as needed. Utilizes innovation and expertise to assist with specialist projects, including training and mentoring of new associates.

PRINCIPAL DUTIES:

1. Organize and maintain inventory by stocking and stowing product that has been listed and is waiting to be purchased.
2. Analyze, interpret and act on customer inquiries regarding a broad range of subjects including but not limited to: orders, order status, pricing, item descriptions, inventory and shipping/receiving.
3. Ability to gather detailed information of a listed item as a result of a customer inquiry. This would involve being onsite for: physical review of inventory, additional pictures of product or testing of the product, etc.
4. Maintain production environment standards with a positive and team focused process, assuring optimal efficiencies.
5. Meet or exceed daily productivity goals through the efficient handling of product; processing items quickly and accurately and rotate between stations on a regular basis.
6. Assist with training and mentoring of associates.
7. Maintain an organized and clean work area, follow safety procedures, using PPE as needed and uses body mechanics when performing each task.
8. Maintain confidentiality of sales information.
9. Project and Change Management: Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments. May serve as a team member or subject matter expert on formal projects or within the department. Effectively engages in change, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change.
10. Problem Solving: Light supervision; works independently. Periodic review of work by manager or senior coworker. Solves problems of moderate to advanced complexity; able to identify root cause, interpret data and resolve issues.
11. Technical Skill: Understands and applies professional principles and skills within area of specialization to modify processes to resolve situations.
12. Community Engagement: Champions Goodwill's community engagement initiatives and serves as an ambassador for Goodwill in the wider community.
13. Responsible for completing other duties/responsibilities as assigned.

REQUIREMENTS:

1. Basic reading, writing and math skills.
2. Computer skills with a functional knowledge of word processing and how to use email and internet software.
3. Forklift certification, if required at site.
4. Must be able to function independently in a work setting.
5. Work varied schedule and flexible hours.

CORE COMPETENCIES:

1. Basic reading, writing and math skills.
2. Computer skills with a functional knowledge of word processing and how to use email and internet software.
3. Forklift certification, if required at site.
4. Must be able to function independently in a work setting.

PHYSICAL/SENSORY DEMANDS:

1. Able to stand and/or sit for extended periods of time.
2. Able to bend and reach to work with merchandise.
3. Able to lift, push or pull a maximum of 75 pounds.
4. Manual dexterity to operate material handling equipment.
5. Able to grasp material for inspection and sorting activities.
6. Able to visually observe merchandise, markings and up-close use of jeweler loops.
7. Able to work independently