Key Holder

Goodwill Industries of Middle Tennessee•Lexington, TN

19d

About The Position

The Key Holder supports a consistently positive shopper and donor experience by helping maintain a clean, organized, well-merchandised, and welcoming store environment during assigned shifts. The role provides hands-on, on-shift leadership for customer- and donor-facing activities, including point-of-sale support, sales-floor standards, merchandising execution, donor flow, and store readiness. Work is performed under the direction of store management and in alignment with Goodwill’s mission of Changing Lives through Education, Training, and Employment and its values of Teamwork, Respect, Uprightness, and Empowerment. The Key Holder serves as the on-duty key holder during assigned shifts, supports opening and closing routines, guides associates, and communicates priorities and operational issues to store leadership. The role reinforces service, cleanliness, merchandising, safety, and operational expectations; coaches associates; and escalates complex concerns as appropriate. The schedule must be flexible, including evenings, weekends, and holidays.

Requirements

High school diploma or equivalent required.
One to two years of supervisory or lead experience in production, warehouse, retail, or logistics environments required.
Strong oral and written communication skills, including the ability to provide clear, respectful direction and feedback.
Strong organizational skills and the ability to manage multiple tasks and priorities accurately in a fast-paced retail environment.
Ability to learn and consistently apply established processes, systems, equipment, and standard operating procedures.
Ability to guide, train, and motivate associates while promoting a positive, inclusive work culture.
Ability to deliver safe, friendly, and efficient shopper and donor service, including at the Donor Door.
Ability to recognize service, cleanliness, merchandising, and safety issues and escalate concerns appropriately.
Basic computer proficiency, including Outlook, Word, Excel, and online product research.
Ability to operate a forklift if required by the assigned location; certification is required, and training and certification are provided by the organization.
Ability to work a flexible schedule, including evenings, weekends, and holidays.

Nice To Haves

Associate’s degree in business, logistics, supply chain, management, retail operations, or a related field.
Equivalent experience, including the posting’s stated preferred qualification of supervisory or lead experience in retail, warehouse, logistics, or production environments (the posting says “four (3) years”).
Experience in fast-paced, high-volume operations.
Prior experience in retail, a nonprofit, or a mission-based organization.
Experience supporting or working alongside eCommerce operations.
Previous experience training, coaching, or developing staff.
Bilingual language skills.

Responsibilities

Serve as the on-duty key holder during assigned shifts and support store opening, closing, and readiness routines.
Provide visible, on-floor leadership to guide associates and support smooth shift execution.
Communicate priorities, coverage needs, and operational issues during shift handoffs to store leadership.
Escalate complex customer, donor, safety, and operational concerns to store leadership as appropriate.
Help maintain a clean, organized, welcoming, and safe store and donor environment.
Reinforce shop-ready merchandising through timely recovery, basic replenishment, and adherence to presentation guidelines.
Support point-of-sale and front-end activities by reinforcing accurate transactions, friendly service, and efficient customer flow.
Maintain cleanliness, organization, and safety in registers, aisles, fitting rooms, restrooms, checkout zones, and donor drop-off areas.
Support respectful, friendly, and efficient donor interactions and help keep donor areas safe, organized, and easy to navigate.
Assist with signage placement, price accuracy checks, fixture organization, and product presentation; report issues to store leadership.
Model positive shopper and donor service, reinforce proactive greetings, and coach associates on friendly, helpful, and respectful interactions.
Support recovery, cleanliness, merchandising, production, backroom organization, and operational routines to maintain the store in grand-opening condition.
Train and coach new and existing associates on standard work, service expectations, basic production and backroom workflows, and daily task execution.
Reinforce company policies, safety guidelines, and operational standards in shopper- and donor-facing areas.
Monitor shift activities to support accurate POS transactions, pricing integrity, and safe cash handling; escalate concerns as needed.
Support loss-prevention efforts through situational awareness and coaching associates on safe, compliant practices.
Perform other duties as assigned to support store operations.