Customer Service Associate, eCommerce

The Customer Service Associate supports the eCommerce team by delivering a high-quality customer experience across online and in-person interactions. This role assists with customer inquiries, order coordination, and scheduled pickups while ensuring each interaction reflects Goodwill’s mission and service standards. The Customer Service Associate utilizes point-of-sale systems, supports donation initiatives, and collaborates with operations and shipping teams to ensure accurate, efficient, and professional service delivery.

What you'll do:

Customer Experience & Service Delivery

• Respond to customer inquiries across eCommerce platforms, phone, and in-person interactions in a timely and professional manner.
• Provide a positive and consistent customer experience that reflects the Company’s mission and service standards.
• Serve as a point of contact for customer concerns, partnering with team members to resolve issues effectively.

Order Pickup Coordination

• Manage and support daily customer pickup schedules, ensuring appointments are organized and executed efficiently.
• Prepare for upcoming appointments by reviewing schedules and coordinating with internal teams.
• Assist customers during pickup, including verifying orders and facilitating a smooth handoff of merchandise.

Point-of-Sale & Donation Support

• Utilize cash register systems to complete transactions accurately and efficiently.
• Consistently promote and support the “Give at the Register” initiative by requesting donations during each customer interaction.

Cross-Functional Collaboration

• Partner with shipping and operations teams to locate, pick, and prepare orders for customer pickup.
• Collaborate with internal teams to support order accuracy, timely fulfillment, and issue resolution.
• Assist with operational tasks and projects as needed to support overall eCommerce performance.

Physical & Operational Support

• Assist with handling and transporting merchandise, including occasionally lifting heavier items and supporting customers with loading purchases.
• Maintain a clean, organized, and safe work environment.

Additional Duties & Responsibilities

1. Performs Operations and Production Associate duties when not assisting online customers.
2. Adhere to all company safety policies and procedures, promoting a safe and compliant work environment. 
3. Other duties and special projects as assigned.

What you bring:

• High school diploma or general education degree (GED) required.
• 1–2 years of experience in customer service, retail, eCommerce, or a related environment.
• Experience interacting with customers in person, online, or over the phone.
• Familiarity with point-of-sale systems, basic computer applications, or order management systems preferred.
• Ability to work in a fast-paced environment while maintaining accuracy and strong attention to detail.
• Strong communication and interpersonal skills with a focus on providing excellent customer service.
• Must have intermediate knowledge of computer programs in a Windows environment, including Word, Excel and E-mail.
• Background and drug screen required.

Why You’ll Love It Here:

• Opportunity to grow within Goodwill’s retail leadership pathway.
• Supportive, mission-driven culture focused on developing people and strengthening communities.
• Work in a dynamic environment where teamwork, service, and purpose come together.

What's in it for you:

• Hourly Rate: $18.37
• Discount at Goodwill Socal retail locations
• Goodwill Perks: Discounts on dining, retail, theme parks and movies
• Employee Assistance Program: Mental and physical wellness, financial and legal resources and career and education partners

Full-time Positions are eligible for:

• Medical, dental, vision insurance
• Flexible Spending Account - FSA
• Life insurance403(b) retirement plan
• Paid time off (PTO) 
• Tuition Reimbursement

Join our mission to transform lives through the power of work — while growing your career with a purpose-driven retail organization making a lasting impact in Southern California communities.

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