Goodwill Industries of The Valleys, Inc.

  • E-Commerce Book and Media Clerk

    Job ID
    Job Locations
    Location Name
    Salem Warehouse
  • Overview

    The e-Commerce Book and Media Clerk (SGW) position performs a variety of operational functions in support of GIV’s E-Commerce store.  Responsible for processing, listing, inspecting, grading, picking, packing, shipping, and sorting pre-scanned book and media donations, as well as delivering prompt, courteous, and consistent customer service and order delivery.




    Customer Satisfaction

    • Provide excellent customer service to all internal and external customers according to Goodwill standards.
    • Respond to customer inquiries (calls, emails, and feedback ratings/reviews) in a timely and courteous manner.
    • Escalate irate customer complaints to management.


    • Scan and separate donations per established procedures into categories that include books, media, bale/salvage, pre-processed, and discarded items.
    • Examine and conduct quality inspection of books/media, accurately choosing appropriate marketplace grading scale and condition descriptions.
    • Accurately stock inventory through both the inventory management software and the physical location.
    • Adhere to all quality standards as outlined by the marketplaces and management.
    • Identify and report problem stores to management (poor quality, wrong types of product, abuse of supplies, etc.)
    • Purge inventory as directed by management, ensuring accurate picking and labeling.
    • Maintain appropriate and accurate records as required by their workstation.  Meet productivity requirements as outlined by management.


    • Print orders by priority (expedited first, etc.).
    • Accurately pick, pack, and ship inventory, ensuring customer requests are followed, the invoice is enclosed, appropriate packaging materials are used, and packages are sorted by USPS zone requirements.
    • Identify and report listing errors to management (poor quality, wrong title, missing components, wrong inventory location, etc.).
    • Resurface media discs using machinery when necessary.
    • Accurate submission of USPS documents.
    • Maintain appropriate and accurate records as required by their workstation.  Meet productivity requirements as outlined by management.  Ensure orders are shipped within marketplace requirements.

    General Duties and Housekeeping

    • Preplan for adequate supply of donated goods and supplies by notifying team leader when merchandise is low.
    • Demonstrate adaptability.
    • Remove trash and operate compactor.  Move rolling blue buggies and/or move gaylord boxes with a pallet jack.  Use safe practices for operating equipment.
    • Attend all meetings and training sessions/classes as scheduled.
    • Work habits should include: regular attendance, punctuality, teamwork, initiative, willingness to learn, dependability, promptness and awareness of productivity and sales goals. 
    • Maintain positive, professional and courteous behavior at all times; report unprofessional behavior of others to management.
    • Adhere to all safety regulations and report any unsafe conditions to management.
    • Immediately report all incidents of theft to management.
    • Maintain a clean and organized workstation.  Perform general housekeeping duties as needed or assigned.
    • Suggest workstation enhancements to improve safety, process and work flow.
    • Provide support to SGW (shopgoodwill) operation as needed or directed.
    • Adhere to all Goodwill policies and procedures.
    • Perform other duties as required or directed.



    Education, Experience and Competencies

    High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.


    Language skills

    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.


    Mathematical skills

    Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


    Reasoning ability

    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.



    Ability to type a minimum of 40 WPM. (Customer Service assignments)





    Valid State of Virginia driver’s license and proof of insurance required to drive personal car on company business.



    • Accomplishment of assigned tasks.
    • Accountable for protecting customers’ personally identifiable information and company property.
    • Accountable for USPS documentation and forms.
    • Employees may not alter the procedure for placing items online or pricing them. They may not manipulate auction times, item titles and descriptions, or bid on/purchase items in an unapproved manner for personal gain.




    Physical Demands

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is required to walk, sit, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk or hear.  The employee must be able to stand for long periods.  The employee must frequently lift up to 50 pounds and/or move up to 50 or more pounds with and/or without assistance.  Occasionally required to push or pull 400 lbs. utilizing a wheeled container or pallet jack.  Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.


    Work Environment

    Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     While performing the duties of this job, the employee may be exposed to outside weather conditions.  Frequently exposed to dust, odors, and chemicals.  The noise level in the work environment is usually moderate to loud.


    Goodwill offers a competitive salary and benefits for full time employees such as medical, dental, vision, life, retirement, educational reimbursement, EAP, STD, LTD, and PTO.  We offer retirement and EAP benefits for part time employees.


    “Helping people and families in our communities achieve a better life through work and independence.”


     Equal Opportunity/Affirmative Action employer.


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