E-Commerce Customer Service Assistant

About Evergreen Goodwill

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 (DEI) and are focused on creating a joyful, inclusive and successful organization.

Job Title: E-Commerce Customer Service Assistant

Job Summary:

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

Pay Rate: $21.30/hour

Essential Functions:

Manage front desk reception and phones, handling customer inquiries.

Manage high traffic of incoming customer's emails, answering questions and distributing to management as appropriate.

Maintain department's 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 the 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.

Demonstrates safe work practices through awareness and observation in support of a safety culture; reports any potential hazards or accidents.

Perform other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The essential functions listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Job Requirements

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 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.

Essential Physical Abilities:

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.

Essential Mental/Sensory Abilities:

Written and verbal communication skills

Internal/external customer service skills

Time management and prioritizations skills

Organizational skills

Accuracy and attention to detail
Interpreting data and preparing reports

Problem solving

Working Conditions:

This position will work both in an office and warehouse setting and may require standing. Temperature varies, exposure to dust. This role may require travel to other locations.

Proficiency with Experience:

Skilled (demonstrates ample knowledge and skills of duties, with 1-3 years of experience).

Everyone Is Welcome

When you join Evergreen Goodwill, you join a truly vibrant community. We value the things that make us different and unique. From diverse international and ethnic backgrounds, to languages, identities, ages, orientations, and beyond, Evergreen Goodwill celebrates individual and cultural diversity.

Why work at Evergreen Goodwill?

• A health plan that includes medical, dental, vision and prescription coverage
• 100% Employer-paid life, accidental death and dismemberment (AD&D), and long term disability insurance (for salaried employee)
• Voluntary supplemental coverage for life, accident, illness, and short- and long-term disability
• Flexible Spending Accounts (FSA) Plan
• Roth and 403(b) Retirement Savings Plan program
• Paid vacation, (9) holiday and sick time
• Limited paid time off for Jury Duty and Bereavement Leave
• Employee discounts
• Employee referral bonus
• Employee Assistance Program (EAP)
• Mentorship Program
• Career Advancement Opportunities
• Paid Job Training

EEO Statement: Evergreen Goodwill of Northwest Washington is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, creed, sex, national origin, age, disability, marital status, citizenship, military status, sexual orientation, gender identity, genetic information, veteran status, or other protected characteristics in accordance with applicable law. This policy applies to all aspects of employment, including hiring, compensation, benefits, and termination.

This document does not represent a contract of employment, and EGNW reserves the right to change this job description and/or assign tasks for the employee to perform, as EGNW may deem appropriate.