E-Commerce Manager
FUNCTION
Manage the overall supervision and operations of the e-commerce department. Duties include, but are not limited to, improvement, development and management of online sales operations, accepting and processing donations, assisting online customers, processing returns, shelving and shipping orders, and training.
ESSENTIAL FUNCTIONS
1. Meet and/or exceed revenue and inventory goals. Maintain accountability for all e- commerce and Goodwill related assets; ensure protection of assets from either internal or external losses.
2. Demonstrate excellent ethics and comply with all company policies and procedures.
3. Recommend and implement an e-commerce annual budget; manage operation to ensure budget goals are met.
4. Ensure the e-commerce department is sufficiently staffed during days/hours of operation.
5. Analyze workflow processes to recommend and implement process improvements to ensure rapid and efficient operation. Continually analyze online marketplaces and pricing strategies to ensure maximized profitability and sales with the lowest possible costs. Analyze sales strategies and implement improvements when required.
6. Ensure that customers receive excellent customer service, including but not limited to, efficient and courteous service. Receive and answer customer questions/issues promptly within established guidelines.
7. Assist with photographing, testing, sorting, listing, storing, and shipping items via ShopGoodwill and other online marketing places.
8. Work closely with other department supervisors/managers to ensure efficient flow of product, salvage, and trash.
9. Coordinate training of internal staff and interdepartmental staff to effectively and efficiently identify collectable and/or valuable merchandise.
10. Visit retail stores and warehouse frequently to pull items for online sale and conduct training as necessary.
11. Collect and share data reflective of online sales, volume and cost of product received and shipped, handling/shipping charges, vendor fees, and other related reports.
12. Collect and maintain records of counterfeit merchandise. Coordinate discarding of this merchandise with the Loss Prevention department.
13. Oversee purchases and distribution of e-commerce related supplies; oversee periodic research of vendors for best pricing, quality and service.
14. Maintain a positive, team-oriented relationship with management, peers, and subordinates; encourage interaction between all departments.
15. Supervise staff, including the selection, promotion, demotion, discipline/termination, training (including safety) performance appraisal and salary change recommendations for staff, according to Company policy.
16. Complete and submit required paperwork to ensure proper administration of established systems. Process payroll for employees, maintaining confidentiality in this and all other personnel-related functions and procedures.
17. Ensures that each employee receives mandatory Orientation/Safety, Customer Service training and attends meetings as required. Responsible for the completion of accident/incident forms.
18. Keep Vice President of Donated Goods and Marketing, Donated Goods and Retail Director and HR Department abreast of all employee performance concerns.