Ecommerce Customer Service Manager Jobs (NOW HIRING)

Lead Goodwill South Texas' e-commerce operation as a revenue-producing, mission-supporting business. The manager is accountable for sales growth, production flow, inventory control, customer experience, staff performance, and safe, compliant operations. The role connects retail stores, district leadership, logistics, and the e-commerce team so high-value donated goods are identified, transferred, listed, sold, fulfilled, and credited accurately and quickly.

Business Growth and Financial Performance

• Own the annual operating plan, sales budget, expense budget, payroll plan, and monthly forecast for e-commerce.
• Review financial and operating results at least weekly; identify variances in volume, quality, labor, speed, pricing, or conversion; and implement corrective actions with assigned owners and due dates.
• Use category, store, and district performance data to expand high-yield merchandise sources and profitable online channels while protecting appropriate retail sales opportunities.
• Monitor pricing, promotions, relists, fees, refunds, shipping costs, and other controllable expenses to improve contribution and net sales.

End-to-End Production and Inventory Flow

• Design and manage the daily flow from store identification and manifesting through receipt, sorting, authentication, photography, listing, storage, sale, order pull, packing, shipping, pickup, purge, and return.
• Set role-based production standards and staffing plans for each operating day and redeploy cross-trained staff when backlogs or service risks emerge.
• Maintain first-in, first-out inventory flow; control tote, rack, gaylord, security-tag, safe, and high-value-item processes; investigate variances promptly.
• Ensure shipping and listing occur daily and that orders meet required service time frames.

Store and District Partnership

• Establish expectations with District Managers and store leaders for the quality, quantity, security, accuracy, and timeliness of merchandise sent to e-commerce.
• Train and coach store teams on premium-item identification, category preferences, manifesting, secure packaging, routing, and feedback from accepted and rejected items.
• Report store and district results using clear scorecards and follow up on recurring process or performance gaps.

People Leadership and Scheduling

• Lead, train, coach, schedule, and evaluate employees, participants, keyholders, and the crew leader; set clear daily and weekly expectations and provide timely feedback.
• Maintain adequate opening, closing, management, posting, shipping, customer service, authentication, jewelry, sorting, and support coverage within the approved payroll plan.
• Build cross-training and succession coverage for every critical function; partner with Human Resources on recruiting, onboarding, attendance, employee relations, performance improvement, and progressive discipline.
• Create a respectful, accountable workplace that reflects Goodwill values and supports individuals with different experience levels and abilities.

Customer Experience, Platforms, and Vendors

• Ensure customer inquiries, escalations, refunds, returns, damaged-item issues, pickup orders, and carrier claims are handled accurately, professionally, and within established requirements.
• Maintain effective working relationships with online marketplace, authentication, shipping, payment, supply, and technology partners; escalate service failures and protect continuity.
• Ensure listings are accurate, well-merchandised, appropriately researched, and compliant with marketplace requirements.

Controls, Safety, and Compliance

• Enforce agency safety, loss-prevention, safe controls, data security, authentication, hazardous or fraudulent-product disposal, and inventory-protection requirements.
• Maintain complete, accurate, and timely KPI, security-tag, safe, inventory, shipping, certification, and other required records.
• Conduct regular housekeeping and operational inspections; correct hazards and process breakdowns promptly.
• Comply with all agency policies, procedures, laws, regulations, and assigned training requirements.

Communication and Continuous Improvement

• Document standard work, backups, system access ownership, vendor contacts, recurring reports, and critical operating knowledge.
• Test and scale process improvements that increase revenue, quality, throughput, speed, accuracy, or customer satisfaction.
• Present results and recommendations to leadership, store teams, and other audiences as assigned; perform other duties as assigned.

• Bachelor's degree and two years related experience.
• Associate's degree and four (4) years related experience.
• Seven years related experience.

• Demonstrated knowledge of e-commerce operations, online merchandising, order fulfillment, inventory flow, and customer service.
• Demonstrated ability to read financial and operating reports, establish measurable expectations, analyze variances, and lead corrective action.
• Experience leading teams, managing schedules and payroll, coaching performance, and building cross-functional accountability.
• Strong computer literacy, including spreadsheets, reporting tools, online marketplace systems, and standard Microsoft 365 applications.
• Ability to organize multiple priorities, manage projects, make sound decisions with limited supervision, and communicate clearly with varied audiences.
• Ability to travel independently to worksites and business meetings and to work a flexible schedule that supports seven-day e-commerce operations, including evenings, weekends, and holidays as operational needs require.
• Valid driver's license, acceptable driving record, and minimum liability coverage required by the State of Texas; ability to pass required background and drug/alcohol screening.

• Three or more years leading a multi-function e-commerce, retail, warehouse, fulfillment, recommerce, or marketplace operation.
• Experience with online marketplace listing, authentication, carrier management, inventory controls, KPI dashboards, process improvement, and budget ownership.
• Experience training distributed store teams and improving source quality across multiple locations.

• Able to frequently bend, stoop, push, pull, reach and stand for long periods of time
• Able to lift and carry 50 lbs of weight
• Able to work in hot/cold, humid and/or dusty environment

Goodwill Industries of South Texas Inc. is an EO employer-M/F/Vets/Disabled and other protected categories.