Member Services Specialist
Department: Impact Programs
Reports To: Director of Member Services
Location: Hybrid – Alexandria, VA
FLSA Status: Exempt
Position Type: Full-Time
Position Summary
Our Member Services team is seeking a motivated and detail-oriented professional to help us fulfill our mission of closing the need gap by efficiently managing order processing and supporting our nonprofit partners nationwide.
How Good360 is Closing the Need Gap
As the global leader in product philanthropy and purposeful giving, Good360’s mission is to close the need gap by partnering with more than 400 socially responsible companies to source highly needed donated goods and distribute them through our network of more than 100,000 diverse nonprofits that support people in need. Good360 is the link between organizations with so much to give and communities in critical need, closing that gap and opening new opportunities for all. Since 1983, Good360 has distributed more than $18 billion in needed goods, including more than $3 billion in goods in 2024 alone. Good360 has been named the #2 charity on the Forbes list of America’s Top 100 Charities for 2023 and 2024 and has a 4-star Charity Navigator rating.
The organization has also been recognized as both a top workplace in the Washington, DC metro area (by the Washington Post) and as a top nonprofit to work for in the United States (by NonProfit Times).
Key Responsibilities include, but are not limited to the following
- Process nonprofit orders accurately and efficiently to ensure timely fulfillment, while upholding a high standard of quality and attention to detail.
- Serve as a primary point of contact for nonprofit partners, addressing order-related inquiries and resolving issues through email, phone, chat, and ticketing systems in a courteous and professional manner.
- Troubleshoot and resolve order discrepancies or concerns, working cross-functionally as needed to ensure a seamless and positive ordering experience for all nonprofit partners.
- Deliver exceptional customer service across multiple channels by handling inquiries with empathy, and efficiency across all communication channels.
- Cultivate and maintain strong relationships with nonprofit organizations by responding promptly to questions, concerns, and feedback, fostering trust and long-term collaboration.
- Maintain accurate documentation of partner interactions and issue resolution for tracking, analysis, and continuous improvement.
- Proactively identify opportunities to improve processes, enhance partner satisfaction, and streamline operations.
- Collaborate with internal teams to support evolving organizational goals and initiatives as they pertain to nonprofit engagement and service delivery.
- Adapt to new responsibilities and take on additional functions as organizational needs evolve, including but not limited to special projects, systems testing, or new service initiatives.
