Key Holder

Goodwill Industries of Middle Tennessee•Lexington, TN

20d

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 of customer- and donor-facing activities, including point-of-sale support, sales-floor standards, merchandising execution, donor-flow support, and basic store readiness. Work is performed in alignment with Goodwill’s mission of Changing Lives through Education, Training, and Employment and its values of Teamwork, Respect, Uprightness, and Empowerment. Under the direction of store management, the Key Holder supports opening and closing routines, shift execution, consistent task completion, associate guidance, and customer and donor support. The role reinforces cleanliness, shop-ready merchandising, friendly service, safe operations, and respectful donor interactions so the store and donor areas remain easy to navigate and ready to serve the community throughout the day.

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, with 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 grounded in the organization’s mission and TRUE Core Values.
Ability to deliver strong shopper and donor service, including safe, friendly, and efficient interactions at the Donor Door.
Ability to recognize execution issues related to service, cleanliness, merchandising, and safety 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; forklift certification is required, with training and certification provided by the organization.

Nice To Haves

Associate’s degree in business, Logistics, Supply Chain, Management, Retail Operations, or a related field.
Associate’s degree in business, Logistics, Supply Chain, Retail Management, or a related field, or equivalent experience including four (3) years of supervisory or lead experience in retail, warehouse, logistics, or production environments.
Experience working in fast-paced, high-volume operations.
Prior retail, nonprofit, or mission-based organization experience.
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, support store opening and closing routines, and ensure store readiness.
Provide visible, on-floor leadership to guide associates and support smooth shift execution.
Communicate priorities, coverage needs, and operational issues to store leadership during shift handoffs.
Escalate complex customer, donor, safety, or operational concerns to store leadership as appropriate.
Maintain a flexible schedule, including evenings, weekends, and holidays, and perform other duties as assigned to support store operations.
Help maintain a clean, organized, and welcoming store and donor environment.
Reinforce shop-ready merchandising standards through timely recovery, basic replenishment, and adherence to established presentation guidelines.
Support point-of-sale and front-end activities by reinforcing accurate transactions, friendly service behaviors, and efficient customer flow.
Reinforce cleanliness, organization, and safety expectations across registers, aisles, fitting rooms, restrooms, checkout zones, and donor drop-off areas.
Support donor flow through respectful, friendly, and efficient interactions and help ensure donor areas are safe, organized, and easy to navigate.
Maintain signage placement, conduct price-accuracy checks, organize fixtures, and support product presentation by following established processes and reporting issues to store leadership.
Model positive shopper and donor service behaviors, reinforce proactive associate greetings, and provide on-the-spot guidance to associates on service standards.
Support opening and closing routines and restore and maintain the store in grand-opening condition through recovery, cleanliness, merchandising standards, production support, backroom organization, and operational routines.
Train and coach new and existing associates during shifts on standard work, service expectations, basic production and backroom workflows, and daily task execution; escalate needs or concerns to store leadership as appropriate.
Reinforce company policies, safety guidelines, and operational standards across shopper- and donor-facing areas.
Monitor on-shift activities to support accurate POS transactions, pricing integrity, and safe cash handling, escalating concerns as needed.
Support loss-prevention efforts through situational awareness and coaching associates on safe and compliant practices.