Retail Sales Floor Team Lead

Job Location

Job Summary:

Job Description

Essential Functions

Front End & Cash Operations

• Lead daily Front End operations, including registers, queue management, exchanges, and addressing register issues within allowed access.
• Serve as the point person for cashiers, ensuring accurate transactions and smooth customer flow.
• Ensure proper handling of tills and register procedures without performing safe counts or secured cash functions.
• Deliver a friendly, fast, and accurate shopper experience and support complex transactions, including refunds and voids.
• Train and onboard new front end team members on register procedures, shopper service standards, and daily operating expectations to ensure consistency and accuracy.

Sales Floor Operations

• Maintain a clean, organized, full, neat, sized, and categorized sales floor following Goodwill standards.
• Use the Merchandising Guide to maintain visual presentation, product placement, and seasonal displays.
• Complete daily recovery to keep the sales floor shoppable and brand consistent.
• Ensure merchandise is stocked and replenished regularly to maintain product availability.
• Promote a positive team culture aligned with our Mission and TRUE Core Values.
• Communicate daily priorities to keep team members focused and aligned.

Shopper Experience

• Ensure all shoppers are greeted promptly and feel welcomed upon entering the store.
• Ensure all team members are trained and consistently expected to greet, thank, and assist shoppers throughout their visit.
• Reinforce customer service expectations through coaching, observation, and real time feedback to support a friendly and respectful shopping experience.
• Ensure shoppers receive fast, friendly, and respectful service at the front end and on the sales floor.
• Assist with customer questions, concerns, returns, and exchanges, escalating issues to Store Leadership only when necessary.
• Maintain awareness of shopper needs and provide support to ensure a positive, mission aligned experience.

Operational, Safety, and Compliance Support

• Support assigned opening and closing activities and assist with the flow of merchandise from the backroom to the sales floor.
• Maintain safety, cleanliness, presentation, and brand standards across the store, including the sales floor, front end, fitting rooms, restrooms, and common areas.
• Monitor daily cleaning routines and ensure store spaces remain clear, organized, stocked, and safe for shoppers and team members.
• Communicate maintenance needs, safety concerns, operational issues, or store priorities clearly and promptly to Store Leadership.
• Ensure adherence to organizational policies, procedures, and performance standards, including accurate register activity and asset protection awareness.
• Follow all Goodwill operational guidelines and CPSC requirements.
• Performs other duties as assigned to support overall store operations, operational effectiveness, and leadership priorities.

Minimum Qualifications

Required Skills

Education

• High School Diploma or equivalent required.
• Associate’s degree in business, Logistics, Supply Chain, Management, Retail Operations, or a related field preferred.

Experience

• One to two years of previous experience in production, warehouse, retail, or logistics environments required.

Knowledge and Skills

• Strong oral and written communication skills to support clear, respectful interactions with shoppers and team members.
• Ability to stay organized, manage multiple priorities, and maintain accuracy in a fast paced front end environment.
• Ability to learn and consistently follow established processes, systems, equipment use, and operating procedures.
• Ability to support, guide, and positively influence team members by modeling expected behaviors aligned with our Mission and TRUE Core Values.
• Ability to deliver strong donor service, ensuring safe, friendly, and efficient interactions at the Donor Door when assigned.
• Ability to understand and work toward daily production goals, KPIs, and performance expectations.
• Ability to recognize quality standards, correctly classify goods, and follow CPSC and public protection requirements.
• Working knowledge of basic computer applications, including Outlook, Word, Excel, and online product research.
• Ability to train, coach, and develop team members in operational procedures and production standards.
• Ability to stand, walk, and move throughout the store during assigned shifts.
• Ability to work a flexible schedule, including weekends and holidays.

Preferred Education / Experience / Knowledge & Skills / Certifications & License

• Associate’s degree or completion of related retail management coursework.
• Experience in fast paced, high volume operations
• Prior retail, nonprofit, or mission-based organization experience preferred.
• Experience supporting or working alongside eCommerce operations is a plus.
• Previous experience supervising, training, coaching, or developing staff strongly preferred.
• Bilingual language skills
• This role requires flexibility to support both morning and evening shifts, including weekend coverage, to meet store operating needs.