Lead Retail Associate

Goodwill Greater Milwaukee & Chicago•Oak Creek, WI

18h•Onsite

About The Position

This role provides daily direction on the achievement of store goals and supports the planning of associate work assignments. The Lead Retail Associate is expected to understand and abide by policies, procedures, and programs, and typically works on projects and tasks that span 1 day to 3 months. The position involves directing various tasks such as associate break schedules, production processes, and end-of-day recovery. The Lead Retail Associate will oversee adequate coverage at POS and in donations, monitor and assist with production quality standards, and encourage the team to meet their individual production goals. This role also functions as a Service Experience Leader (SEL), maintaining a safe and orderly work environment, ensuring employees operate equipment safely, and following safe work practices. The Lead Retail Associate will consistently communicate and implement policies and procedures, reporting concerns to leadership, and resolving employee and customer concerns and complaints in a timely manner. They will also assist in resolving employee and customer concerns and addressing safety/security concerns promptly. In terms of project and change management, the Lead Retail Associate effectively plans and manages their own work to reliably complete routine job responsibilities and follows through on learning, skill building, and practice necessary to adapt to change. For problem-solving, close supervision is provided for the completion of routine work, which is regularly reviewed by a manager or senior coworker. Work that exceeds routine comes with detailed instructions. The Lead Retail Associate possesses basic knowledge of the discipline's procedures and methods, understands and applies the fundamentals of customer service, and is able to respond to routine requests. They serve as an ambassador for Goodwill in the wider community and participate in volunteer opportunities as schedule and interest permit. The Lead Retail Associate is responsible for completing other duties/responsibilities as assigned.

Requirements

Forklift certification, if required at site.
Work experience in a retail or production environment is preferred.
Work varied schedule and flexible hours.
Nights and weekend shifts may be required to meet business needs.
Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback, and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.
Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating. Challenge stereotyping or offensive comments.
Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications. Listens with interest to what others have to say.
Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed.
Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination in the face of obstacles and setbacks.
Ensures Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitments.

Nice To Haves

Work experience in a retail or production environment is preferred.

Responsibilities

Directs a variety of tasks including associate break schedules, production processes, and recovery at the end of the day, among others.
Oversee that there is adequate coverage at POS and in donations.
Monitor and assist with production quality standards while encouraging team to meet their individual production goals.
Function as a service experience leader (SEL).
Maintain a safe and orderly work environment; ensure employees operate equipment safely and follow safe work practices.
Consistently communicate and implement policies and procedures, reporting concerns to leadership.
Resolves employees and first level customer concerns and complaints in a timely manner.
Assist in resolving employee and customer concerns and addressing safety/security concerns promptly.
Effectively plans and manages own work to reliably complete routine job responsibilities.
Follows through on learning, skill building, and practice necessary to adapt to change.
Close supervision for completion of routine work, which is regularly reviewed by manager or senior coworker.
Work that exceeds “routine” comes with detailed instructions.
Basic knowledge of discipline’s procedures and methods.
Understands and applies the fundamentals of customer service.
Able to respond to routine requests.
Serves as an ambassador for Goodwill in the wider community.
Participates in volunteer opportunities as schedule and interest permit.
Responsible for completing other duties/responsibilities as assigned.