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About the Role
Goodwill of Western New York is seeking an experienced E-Commerce Supervisor to lead daily operations, drive sales, productivity, customer service, and team performance. This hands-on role involves actively participating in production work alongside the team, including merchandise research, photography, listing creation, order processing, and shipping.
Responsibilities
- Lead the daily operation of the E-Commerce Department, including workflow, staffing, productivity, quality, customer service, safety, and performance.
- Serve as a working supervisor by actively participating in merchandise research, photography, listing creation, customer service, order fulfillment, packing, and shipping.
- Establish clear daily and weekly expectations and hold team members accountable for sales, listing, quality, service, and shipping goals.
- Train, coach, develop, and provide timely feedback to team members.
- Identify donated merchandise with strong online resale potential and help determine the appropriate pricing and sales channel.
- Ensure online listings are accurate, complete, timely, and designed to maximize the value of donated goods.
- Monitor sales, listing productivity, sell-through, customer service, shipping, inventory, labor, and other performance measures.
- Adjust work assignments and resources throughout the day to resolve bottlenecks and meet production and service expectations.
- Maintain accurate inventory controls and ensure compliance with safety, security, loss prevention, cybersecurity, and merchandise-handling procedures.
- Partner with retail store teams to improve the identification and flow of high-value merchandise to E-Commerce.
- Support performance management, interviewing, onboarding, scheduling, training, and other employee-related responsibilities.
- Identify and implement practical process improvements that strengthen revenue, productivity, quality, and customer service.
Requirements
- Hands-on leader comfortable balancing team leadership with daily production responsibilities.
- Leads by example, establishes clear expectations, addresses performance concerns, solves problems, and steps into the work whenever needed.
- Ability to research merchandise and identify products with online resale potential.
- Strong customer service, written communication, organization, and problem-solving skills.
- Ability to use performance data to make decisions and improve results.
- Computer proficiency and comfort using internet-based systems and e-commerce platforms.
- Willingness to work alongside the team and maintain a visible presence in the department.
- Commitment to teamwork, accountability, continuous improvement, and Goodwill’s mission.
- Ability to work in a non-climate-controlled environment as required.
- Ability to stand and walk for prolonged periods and frequently reach, grasp, twist, bend, and perform repetitive motions.
- Ability to regularly lift, push, pull, carry, or otherwise move up to 50 pounds without support.
Skills
- E-commerce
- Online retail
- Resale
- Fulfillment
- Retail operations
- Supervising
- Coaching
- Leading employees
- ShopGoodwill
- Online marketplace
- Merchandise research
- Customer service
- Written communication
- Organization
- Problem-solving
- Performance data analysis
- Computer proficiency
- Internet-based systems
- E-commerce platforms
Location
- Western New York
Work Type
- Full-time
- Hybrid
Experience Level
- 3+ years of experience in e-commerce, online retail, resale, fulfillment, production, or retail operations preferred.
- Previous experience supervising, coaching, or leading employees strongly preferred.
Education Level
- Associate’s degree in business, retail management, e-commerce, or a related field preferred; equivalent relevant experience will be considered.
Salary/Compensations
- $24.00-$25.00 per hour
About the Company
- Goodwill of Western New York supports its mission and community impact by turning donated goods into revenue.