Find & Apply For Customer Service Manager Jobs in Freeport, Maine

ABOUT FREEPORT COMMUNITY SERVICES

Freeport Community Services (FCS) is a nonprofit organization whose mission is to enrich lives, connect neighbors, and help those in need in Freeport and Pownal. Our Thrift Shop plays an important role in that mission. Revenue generated through the Shop directly supports FCS programs and services, helping us strengthen our community through sustainable earned income and responsible stewardship of donated goods. We are seeking a thoughtful, motivated leader to guide the Thrift Shop into its next chapter.

THE OPPORTUNITY

The Thrift Shop Manager oversees the overall financial, operational, personnel, volunteer, and strategic performance of the Shop. This position leads a team of employees and volunteers, builds strong donor and community relationships, and ensures excellent customer experience. The Manager will be responsible for maintaining a successful retail operation while strengthening systems, developing staff, improving efficiency, and building capacity for long-term growth. The Thrift Shop Manager is a member of the FCS Management Team.

HOURS AND WORK ENVIRONMENT

This is a regular full-time position, 37.5 hours per week. General working hours are 8:00 am to 4:00 pm, Monday through Friday, with flexibility required for occasional evenings and weekends. FCS offers a warm, collaborative, service-oriented environment where staff, volunteers, and Board members work together to support our mission. We value teamwork, initiative, healthy working relationships, and work life balance.

KEY RESPONSIBILITIES

Financial Performance and Growth Develop and monitor annual revenue goals and the Thrift Shop budget in collaboration with the Executive Director. Use sales and financial data to inform pricing, merchandising, staffing, and operational decisions. Identify opportunities to increase revenue, improve efficiency, and support sustainable growth. Donations, Inventory, and Merchandising Oversee donated merchandise from intake through sorting, pricing, processing, merchandising, and final disposition. Maintain an efficient donation pipeline and establish standards for accepting, selling, recycling, reusing, and responsibly disposing of goods. Ensure the sales floor is well stocked, organized, attractive, and responsive to customer demand. Oversee specialty and online sales and ensure effective use of the point-of-sale system. Staff and Volunteer Leadership Recruit, train, supervise, schedule, coach, and evaluate employees. Work with the Volunteer Coordinator to develop meaningful volunteer roles and ensure appropriate training, direction, and coverage. Build staff skills, cross training, and systems that support a positive, productive, and sustainable work environment. Operations and Customer Experience Develop and maintain efficient systems for donation intake, processing, pricing, stocking, sales, and closing. Evaluate workflows and implement improvements that strengthen productivity, safety, customer experience, and financial performance. Provide excellent customer service and maintain positive relationships with donors, vendors, community partners, and customers. Mission and Organizational Alignment Ensure Thrift Shop operations support the financial sustainability and mission of FCS. Promote responsible stewardship of donated goods through resale, reuse, recycling, and appropriate redistribution. Participate in organizational planning, Management Team meetings, and ongoing supervision with the Executive Director. Maintain compliance with FCS policies, safety procedures, and applicable requirements.

QUALIFICATIONS

Three or more years of retail management experience and two or more years of supervisory experience are required. Experience with point-of-sale systems; Square experience is a plus. Experience working with or overseeing volunteers is preferred. Strong leadership, communication, organizational, and interpersonal skills. Ability to use data to evaluate performance and inform operational decisions. Ability to work effectively with people from diverse backgrounds and with different working styles. Computer experience, including Microsoft Office, Outlook, and database management. Valid driver's license required.

PHYSICAL REQUIREMENTS

This position requires working indoors and outdoors, walking up and down stairs, driving as part of the position, and lifting and moving boxes, large bags, furniture, equipment, and supplies up to 50 pounds without assistance and over 50 pounds with assistance. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

COMPENSATION AND BENEFITS

Salary:

$26.00-29.00 per house commensurate with experience and qualifications.

Benefits:

Regular, full-time employees who are not in temporary status and who are regularly scheduled to work the company's full-time schedule of 37.5 hours per week are eligible for the full benefits package, subject to terms, conditions, and limitations of each benefits program.

HOW TO APPLY

Interested candidates are invited to submit a resume, cover letter, and three references to Sarah Lundin at slundin@fcsmaine.org. Please include Thrift Shop Manager in the subject line. Freeport Community Services is an equal opportunity employer.

Pay:

$26.00 - $29.00 per hour Expected hours: 37.5 per week

Benefits:

Health insurance Paid time off

Work Location:

In person