Ecommerce Team Lead in Traverse City, Michigan at Goodwill Northern Michigan

Reports to: E-commerce Manager

Supervises: E-commerce staff

Position Summary:

The eCommerce Team Lead supports the E-Commerce manager in staff and store operations to achieve store revenue and expense goals. Primary areas of responsibility include staff management and training, accounting-related operations, store housekeeping/maintenance and customer service.

Essential Functions:

1. Provide leadership and direction to team in, but not limited to, the following areas:
2. Provide day-to-day supervision and on-the-job training of staff, providing feedback and coaching to ensure a high level of productivity.
3. Participate in planning, organizing, and prioritizing of store operational requirements and act as a resource for resolving problems.
4. Ensure proper use of the operation’s space and materials, while ensuring a clean, safe work environment.
5. Support Manager in the ordering or purchasing of equipment and/or merchandise to maintain optimal inventory levels.
6. Oversight of inventory throughout process, from receipt to shipment to ensuring proper flow of product and product handling.
7. Facilitate teamwork within eCommerce as well as between other departments.

Primary Duties:

1. Support the mission and vision of Goodwill Industries of Northern Michigan.
2. Perform work in a safe manner observing all Goodwill safety policies/procedures.
3. Perform duties and interact with all Goodwill team members, clients, and customers in a professional manner.
4. Respect the diversity of others including, but not limited to, those with cultural, ethnic, and gender differences, individuals experiencing homelessness, and persons with visible and non-visible disabilities.
5. Knowledge of facility safety procedures and coordinates on regular drills and site compliance as required, in partnership with Safety Coordinator.
6. List items for sale on eCommerce platforms, such as Shopgoodwill.com, eBay.com and Amazon platforms such as Neatoscan.
7. Responsible for selection of quality items to be posted for E-Commerce sale.
8. Categorize and clearly mark all merchandise photographed and posted for E-Commerce.
9. Maintain quality control through item selection and posting.
10. Compose descriptions of merchandise for posting to online storefront, auction sites, or other shopping websites, optimizing content to search engine criteria.
11. Compose images of products, using video and still cameras, lighting equipment, props, or photo and video editing software.
12. Determine location for product listings to maximize exposure to online traffic.
13. Keep department area and surrounding work areas neat, clean, and orderly.
14. Ensure customer service excellence, both internally and externally, ensuring all aspects of customer service are handled in a timely and appropriate manner.
15. Correspond with online customers via electronic mail, telephone, or other electronic messaging to address questions and complaints about products, policies, or shipping methods.
16. Receive and process payments from customers, using electronic transaction services.
17. Cancel orders based on customer requests or inventory or delivery problems.
18. Fill customer orders by packaging sold items and documentation for direct shipping or by transferring order to manufacturer or third-party distributor.
19. Maintain a high degree of professionalism in written communication with customers and business associates.
20. Perform other duties as assigned.

Education, Licenses, Certifications and Experience:

• High school graduate or GED.
• Minimum of 1 year’s management experience required.
• Preference will be given to candidates with an associate or bachelor’s degree, and/or 2+ years management experience.

Knowledge, Skills and Abilities:

• Ability to communicate effectively with customers, staff, and people with disabilities.
• Ability to read, count and write to accurately complete all transactions and documentation.
• Ability to operate and use all equipment necessary and knowledge and understanding of Internet and digital photography.
• Ability to work varied hours and days as business dictates.
• Excellent organizational, teamwork, critical thinking, and decision-making skills.
• Strong knowledge of computer and internet use, familiarity with online sales vendors and related software programs. Outlook, Excel, and Photoshop skills required.

Physical Requirements:

• Works in an environment with occasional high stress, and short deadlines, occasionally requiring overtime.
• Sits stands and walks for most of the workday.
• Routinely bends, stoops, pushes, pulls, reaches, kneels, twists, turns throughout the day.
• Ability to lift up to 50 pounds.
• May be required to exert 150 – 300 pounds of force.
• Operate pallet jack.

Hybrid/Remote Work Option: No