eCommerce Team Member III

Job Location

Cockrill Bend-eCommerce

Job Summary:

THIS IS AN IN-PERSON POSITION AND REQUIRES PHYSICAL ATTENDANCE IN OUR NASHVILLE, TN FACILITY.

The eCommerce Team Member III assists the leadership team in reaching the operational goals of the site by functioning in various capacities within the eCommerce location.

The eCommerce Team Member III must be proficient in every production and/or supporting role within the eCommerce department, consistently exceeding standard production quality and quantity requirements. Under the direction of leadership, is responsible for teaching and mentoring other team members in a non-supervisory capacity, may assist in the interviewing and onboarding process, performs documented audits of production and compliance standards within the facility, and strategizes with leadership to maximize revenue per donation.

The environment is production-focused and safety-focused with a culture that values mutual respect, support, growth, positive team spirit, and family. The expectation of every team member is to demonstrate these values and promote a respectful, positive culture within the team. All positions have hourly quotas to reach.

The eCommerce Team Member III will promote a positive work environment that celebrates our vision, mission and core values of Teamwork, Respect, Uprightness and Empowerment in every action and interaction with team members, donors, customers, management and persons served.

Job Description

Essential Functions

• Sorts and prepares incoming products for online sale according to department guidelines, accurately creating and/or completing computerized forms with appropriate details. Identifies and communicates concerns, trends, and opportunities regarding incoming products. Under the direction of leadership, communicates feedback to store agents in a respectful and professional manner, monitors and maintains “first in-first out” (FIFO) order of processing, and directs product flow as needed.
• Takes representative photographs that accurately convey product information and condition details
• Uses appropriate SEO keywords in auction titles and includes relevant product information and specific condition details in auction descriptions.
• Valuates donations and inspects for quality/condition to determine appropriateness for online sales.
• Ensures posted items follow all applicable marketplace guidelines, GISD’s policies/procedures, and state/federal laws.
• Accurately stocks, picks, packages, and ships products according to department guidelines. Under the direction of leadership, prioritizes and directs daily shelving locations and order-picking priorities.
• Accurately selects appropriate box size and packing materials to guard against product breakage in transit, without generating excessive material and postage costs. Audits material costs and usage; reports concerns, trends, and opportunities to leadership.
• Addresses a variety of customer inquiries and refunded items according to department guidelines; Monitors trends and under the direction of leadership, strategizes process changes that apply countermeasures that increase customer satisfaction while minimizing unnecessary customer service labor and/or lost revenue.
• Properly uses/maintains equipment and follows safety guidelines when processing and moving products. Audits equipment inspection logs, works to eliminate any barriers contributing to log misses and promptly communicates repeat misses immediately to leadership.
• Drives continuous improvement through hazard identification and elimination process.
• Keeps all workstations and processing areas clean and organized. Completes general warehouse housekeeping duties as assigned. Completes documented audits of the facility for safety compliance, works with team members to remove any barriers to compliance, and promptly reports repeat or high-risk misses to leadership.
• Performs proficiently in every production and/or supporting role in the eCommerce department, consistently exceeding minimum production quantity and quality requirements; maintains consistent work pace for the entirety of the shift.
• Flexes between tasks and/or departments as directed with a cheerful and positive attitude.
• Under the direction of leadership, provides skills training and mentoring to other team members in a respectful and professional manner.
• Under the direction of leadership, distributes information and educational tools to team members. Leads team training/refreshing meetings and informational sessions.
• Leads and implements key operational projects focused on efficiency, quality, and productivity. Monitors and evaluates project progress ensuring objectives, deadlines, and quality standards are met.
• Works with leadership to create and document Standard Operating Procedures (SOPs) and submit them for approval.
• Completes and documents operational and safety audits. works with team members to resolve misses and promptly reports repeat or high-risk misses to leadership.
• Follows direction and completes other miscellaneous duties/tasks as assigned.
• Other duties as assigned by management.

Minimum Qualifications

Required Skills

Education

• High School Diploma or GED preferred.

Experience

• 2 years of eCommerce experience in a donation-based environment preferred.
• Significant computer experience in programs/software related to the eCommerce work processes.

Knowledge/Skills

• Industry Expertise - Has demonstrated proficiency in a fast-paced/production-oriented eCommerce environment with a focus on process, safety, and quality. Is adept at reaching and maintaining quantity/quality requirements.
• Teamwork - Consistently works well with others and makes valued contributions to the outputs of others in order to assist the team or project in achieving the required outputs. Has demonstrated excellence in treating all team members with respect and dignity.
• Ethical - Adheres to procedures and protocol, including maintaining confidentiality in passwords, logging on and off procedures, and adhering to Goodwill’s values.
• Attention to Detail - Attends to details and pursues quality in accomplishing tasks, including safety awareness and effectively encourages others to do the same. Seeks out continuous improvement opportunities and effectively communicates with leadership.
• Informed Decision Making - Identifies and comprehends issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; takes action that is consistent with available facts, constraints, and probable consequences.
• Mathematical Aptitude - Adds and subtracts two-digit numbers and multiplies and divides with 10s and 100s. Is able to perform these operations using units of American money and weight measurement, volume, and distance.
• Technical Knowledge - Proficient computer and/or mobile device skills, specifically those software programs related to eCommerce daily business.
• Communication Skills - Articulates thoughts and expresses ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to comprehend customers' needs. Delivers information in person, in writing, and in a digital world.
• Continuous Learning - Takes initiative in stimulating and enhancing personal knowledge, skills, and abilities. Remains open and willing to receive and apply feedback to continually improve and advance one’s skills.
• Safety Awareness - Recognizes the risks in activities, applies the right measures to control and manage those risks, and ensures all safety protocols are followed.
• Strong Work Ethic - Demonstrates a high degree of professionalism, has a drive to succeed at any task, produces consistent and high-quality work, is organized and timely, values good attendance and punctuality, and works with minimal supervision. Builds trust with team members and leadership. Teaches and inspires others to make a positive impact within the team.
• Customer Focus - Identifies customers, both internal and external. Comprehends and relates with customers in an impartial, unbiased yet effective and balanced manner; builds and maintains customer satisfaction with the products and services offered by the organization.

Preferred Education / Experience / Knowledge & Skills / Certifications & License

• Demonstration of leadership skills that encourage team growth, team member retention, and maximum return on investment, preferably in a non-profit environment.