e-Collectable Team Lead

Job Title: e-Collectibles Team Lead

Department: Donated Goods Program (DGP)

Reports To: e-Commerce Manager

Location: 9320 Hwy 6 N Houston, TX 77095

FLSA Status: Non-Exempt, $20.00 an hour, Full Time (7:30am-3:30pm- Monday-Friday)

Mission Support:

Goodwill Houston (GWH) is leading change, connecting people, and improving the potential for the future of work. We educate, train, and hire individuals with barriers to employment to help them thrive. We connect people, families, and communities to improve lives and meet today's and tomorrow's workforce needs. Powered, in part, by donations and retail customers, we change lives through the power of work.

Position Summary:

Supports and drives the performance of GWH’s e-Collectibles operations, with a focus on ShopGoodwill.com. Assists in daily operations, including photographing products, listing items, ensuring order fulfillment, and delivering exceptional customer service. Assists in ensuring production and sales goals are met, inventory is managed properly, and associates are trained effectively to maintain a high-quality, efficient e-Collectibles department.

Essential Duties and Responsibilities:

Assist in supervising daily operations and associates’ productivity.
Supports management in achieving departmental sales, production, and budget goals.
Train new and existing e-Commerce associates:
- Product listing processes
- Jewelry sorting and marketing
- Shipping, packing, and receiving
- Inventory management and merchandise categorization
Ensure prompt and professional handling of customer service inquiries, including order issues, returns, and damages.
Monitor and maintain listing quality by reviewing associates’ postings and providing corrections and feedback.
Photograph, edit, and prepare merchandise for online listings.
Maintains the quality of listings with e-Commerce associates and assists in correcting the listings as needed to eliminate the potential for poor marketing of items on the ShopGoodwill.com site and reduce customer service concerns.
Ensure timely and accurate order fulfillment:
- Daily picking of paid orders
- Pulling and processing unsold items
- Shipping completion each day
Monitor supplies and inventory levels and assist in supply ordering before minimum thresholds are reached.
Aid in locating and reconciling lost or missing items prior to processing refunds.
Assist in the identification and preparation of items for re-listing or redistribution.
Assist with customer pickups and handle related communication.
Ensure department cleanliness, safety, and reporting of any hazards or maintenance issues.
Performs other duties as assigned by management.

Additional Responsibilities:

Demonstrate professionalism and present a friendly, cooperative attitude.
Ability to multi-task, make quick decisions, adapt to change, and work in a team-oriented, fast-paced environment.
Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
Must be punctual, have dependable attendance, and maintain an appropriate appearance.
Must safely conduct work; maintain good housekeeping standards, have all aisles and pathways to fire exits clear and free from clutter, and keep work areas neat and clean.
May be asked to attend training sessions and participate in activities outside GWH.
Adheres to local, state, and federal laws and regulations.

Minimum Qualifications:

A high school diploma or the equivalent is preferred.
A minimum of two (2) years of retail experience is required.
Basic computer skills, including listing and photo editing tools.
Strong verbal and written communication in English.
Knowledge of antiques, collectibles, and fashion merchandise is a plus.
Highly organized with excellent attention to detail and accuracy.
Basic math skills.
Effective communication and leadership skills.

Key Performance Indicators (KPI):

Meet or exceed the quality standards of work produced.

Manage expenses by maintaining the department budget.

Budget Sales vs. Actual Sales.

Budgeted Profit vs Actual Profit.

Active with Zero hours associates vs Goal (Zero (0) – 28+ days).

Safety: 95% quarterly metric score.

Goodwill LMS Training completion.

Physical Requirements/Work Environment:

The ability to stand, twist, bend, squat, reach, kneel, push, and pull. Able to lift up to 40 lbs. and, occasionally, lift/move items up to 100 lbs. (e.g., large bags of donations, televisions, furniture, etc.) Must be able to stand for extended periods of time.

An indoor work environment with occasional exposure to outside temperatures. The noise level in the normal work environment is usually moderate.

I understand this job description and requirements, and that I am expected to complete all assigned duties. I also understand that the job functions may change, and I may be transferred to another location at the discretion of Management.

I have read this job description, and I will be able to perform the essential functions of this position with or without accommodation.