Job Description
Job Title: e-Collectibles Team Lead
Department: Donated Goods Program (DGP)
Reports To: Manager, e-Commerce Sales and Operations
FLSA Status: Non-Exempt
Mission Support:
Goodwill Houston (GWH) is transforming lives by connecting people to opportunities that advance the future of work. Through education, training, and employment, we create pathways to success for individuals facing employment barriers. We empower people, strengthen families, and impact communities by addressing both immediate and future workforce needs. With the generous support of our donors and retail customers, we are changing 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.
· Support management in achieving departmental sales, production, and budget goals.
· Train new and existing e-Collectibles associates:
o Product listing processes
o Jewelry sorting and marketing
o Shipping, packing, and receiving
o 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.
· Maintainsthe 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:
o Daily picking of paid orders
o Pulling and processing unsold items
o 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.
· Perform other duties as directed by management to support evolving organizational needs.
Additional Responsibilities:
· Demonstrate professionalism, good judgment, and present a friendly, cooperative attitude.
· Ability to multitask, make quick decisions, adapt to change, and collaborate effectively in a fast-paced, team-oriented environment.
· Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
· Must be punctual, maintain a professional appearance, and perform expected duties.
· Maintain a high level of confidentiality.
· Must perform all duties according to GWH safety procedures, maintain good housekeeping standards, and ensure all walkways are clear and free of clutter.
· Adheres to local, state, and federal laws and regulations.
Minimum Qualifications:
· A high school diploma or the equivalent is preferred.
· Ability to read, write, and communicate effectively in English to understand safety instructions, standard operating procedures, and workplace communications.
· 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.
· Must be legally authorized to work in the United States without sponsorship for current or future employment. GWH does not offer visa sponsorship for employment purposes.
Key Performance Indicators (KPI):
1. Meet or exceed the quality standards of work produced.
2. Manage expenses by maintaining the department budget.
3. Budget Sales vs. Actual Sales.
4. Budgeted Profit vs Actual Profit.
5. Active with Zero hours associates vs Goal (Zero (0) – 28+ days).
6. Safety: 95% quarterly metric score.
7. Goodwill LMS Training completion.
Physical Requirements/Work Environment:
· Regular twisting, bending, squatting, kneeling, pushing, and pulling.
· Ability 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.
· Moderate indoor noise with periodic exposure to outside temperatures.