Retail Sales Floor Team Lead

Goodwill Industries of Middle Tennessee•Franklin, TN

11d•Onsite

About The Position

The Retail Sales Floor Team Lead provides on-floor leadership to elevate the shopper experience, uphold brand standards, and support shoppers and team members in real time. The role oversees front-end and sales-floor operations, including cash operations, cashier accuracy, shopper service, queue management, merchandising standards, and store recovery. It also drives sales performance, builds team capability, and supports store readiness and presentation. Guided by the mission of Changing Lives through Education, Training and Employment, the role helps ensure interactions contribute to community impact. It promotes a work environment grounded in the TRUE Core Values of Teamwork, Respect, Uprightness, and Empowerment. The role requires flexibility to support morning and evening shifts, including weekend coverage.

Requirements

High school diploma or equivalent.
One to two years of previous experience in production, warehouse, retail, or logistics environments.
Strong oral and written communication skills for 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 the organization’s mission and TRUE Core Values.
Ability to provide safe, friendly, and efficient donor service 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, and support morning and evening shifts.

Nice To Haves

Associate’s degree in business, logistics, supply chain, management, retail operations, or a related field.
Completion of related retail management coursework.
Experience in fast-paced, high-volume operations.
Prior retail, nonprofit, or mission-based organization experience.
Experience supporting or working alongside eCommerce operations.
Previous experience supervising, training, coaching, or developing staff.
Bilingual language skills.

Responsibilities

Lead daily front-end operations, including registers, queue management, exchanges, and resolving register issues within permitted access.
Serve as the point person for cashiers and support accurate transactions and smooth shopper flow.
Ensure proper till handling and register procedures without performing safe counts or secured cash functions.
Provide a friendly, fast, and accurate shopper experience and support complex transactions, including refunds and voids.
Train and onboard front-end team members on register procedures, shopper service standards, and daily operating expectations.
Maintain a clean, organized, stocked, neat, sized, and categorized sales floor in accordance with Goodwill standards.
Use the Merchandising Guide to maintain visual presentation, product placement, and seasonal displays.
Complete daily sales-floor recovery and replenish merchandise to maintain a shoppable floor and product availability.
Promote a positive team culture aligned with the organization’s mission and TRUE Core Values, and communicate daily priorities to team members.
Ensure shoppers are promptly greeted and welcomed, and reinforce greeting, thanking, and assistance expectations through training and observation.
Coach team members and provide real-time feedback on customer service to support a friendly and respectful shopping experience.
Assist shoppers with questions, concerns, returns, and exchanges, escalating issues to Store Leadership when necessary.
Support assigned opening and closing activities and help move merchandise from the backroom to the sales floor.
Maintain safety, cleanliness, presentation, and brand standards throughout the sales floor, front end, fitting rooms, restrooms, and common areas.
Monitor daily cleaning routines and keep store spaces clear, organized, stocked, and safe.
Communicate maintenance needs, safety concerns, operational issues, and store priorities promptly to Store Leadership.
Follow organizational policies, procedures, performance standards, Goodwill operational guidelines, and CPSC requirements; maintain accurate register activity and asset-protection awareness.
Perform other duties as assigned to support store operations and leadership priorities.