E-Commerce Customer Service Associate

E‑Commerce Customer Service Associate

Evergreen Goodwill of Northwest Washington is a 501(c)(3) nonprofit organization founded in 1923 that helps people get jobs across Northwest Washington by offering high-quality free job training, education and job placement. Goodwill empowers individuals to overcome barriers to working, by providing comprehensive support and connecting them with life changing job opportunities, ensuring they are career‑ready and can support themselves and their families.

The organization employs over 2,000 people, operates five job-training centers, 23 nonprofit retail stores and more than 27 donation sites in King, Snohomish, Skagit, Whatcom and Kitsap Counties. Every day Evergreen Goodwill connects people with the jobs, services and skills they need — because Jobs Change Lives. We are committed to creating and sustaining a culture of equity, diversity and inclusion and are focused on creating a joyful, inclusive and successful organization.

Job Title:

E‑Commerce Customer Service Associate. Overtime Category:
Non‑Exempt. Pay Range: $20.76/hour. Department: E‑Commerce. Supervises:
None.

Assist the Ecommerce Department with all customer service related functions. Serve as first point of contact for front desk customers.

• Manage front desk reception and phones, handling customer inquiries.
• Manage high traffic of incoming customer emails, answering questions and distributing to management as appropriate.
• Maintain department ratings of at least 98% by answering customer emails within 24 hours.
• Organize and facilitate local pick up operations for E‑commerce items, including gathering items from the shelf.
• Control building access for local pickup customers and vendors.
• Follow up on non‑paying customers and issue refunds when needed.
• Respond to the stores inquiries, phone calls and emails.
• Order supplies and submit necessary packing slips to the accounting department.
• Receive and distribute mail.
• Run weekly reports for management team.
• Take meeting notes during management team meetings.
• Keep lobby and reception area clean and organized.
• Demonstrate safe work practices through awareness and observation in support of a safety culture; report any potential hazards or accidents.
• Perform other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education:
  
  High School diploma or equivalent. Associate’s degree or post high school training or education preferred.
• Experience:
  
  Minimum 1 year office experience, including experience in handling multiple phone lines and dealing with multiple requests at one time. Minimum 1 year customer service experience.
• Demonstrated ability to handle stressful situations with a high degree of diplomacy and tact with a strong customer service focus. Ability to interact with culturally‑diverse internal and external customers.
• Demonstrated ability to handle requests quickly and efficiently and to take initiative in a fast paced environment.
• Ability to work independently without direct supervision.
• Familiarity with E‑commerce operations and knowledge of eBay and other online markets’ messaging systems.
• Specific Skills/Knowledge/Licenses:
  Proficient in Microsoft Suite (Word, Outlook, Excel). Ability to learn new software as needed for the position.
• Typing skills – minimum 45–50 words per minute.

Able to safely lift/push/pull up to 40–50 lbs.; reach above head level; full range of body motion with the ability to stoop, bend and squat; grasp, handle, finger and manipulate items; perform repetitive fine motor functions with fingers, wrists and arms, including but not limited to keyboards and calculators. Able to move through a wide variety of physical environments without assistance;

including ramps, stairs, small spaces and uneven terrain. Able to use standard office equipment without assistance. Maintain reliable attendance.

• Written and verbal communication skills
• Internal/external customer service…