Retail Sales Floor Team Lead

Goodwill Industries of Middle Tennessee•Franklin, TN

10d

About The Position

The Retail Sales Floor Team Lead provides on-floor leadership to elevate the shopper experience, maintain brand standards, and give real-time support to shoppers and team members. The role oversees front-end and sales-floor operations, including cash operations, cashier accuracy, shopper service, queue management, merchandising standards, and store recovery. It drives sales performance, strengthens 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 and promotes a work environment grounded in the TRUE Core Values of Teamwork, Respect, Uprightness, and Empowerment. The role leads daily front-end operations, trains and supports cashiers, and helps maintain accurate transactions and smooth customer flow. It keeps the sales floor clean, organized, stocked, and presented according to Goodwill standards and the Merchandising Guide. It reinforces shopper-service expectations through coaching and feedback, supports customer questions and returns, and assists with assigned opening and closing activities, merchandise flow, safety, cleanliness, and compliance. It communicates operational issues and priorities to Store Leadership and performs other duties as assigned.

Requirements

High school diploma or equivalent required.
One to two years of experience in production, warehouse, retail, or logistics environments required.
Strong oral and written communication skills for 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 mission and TRUE Core Values.
Ability to deliver 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, including weekend coverage.

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 register issues within allowed access.
Serve as the point person for cashiers and support accurate transactions and smooth shopper flow.
Ensure proper handling of tills and register procedures without performing safe counts or secured cash functions.
Provide friendly, fast, and accurate shopper service and assist with 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, full, neat, sized, and categorized sales floor according to Goodwill standards.
Use the Merchandising Guide to maintain visual presentation, product placement, and seasonal displays.
Complete daily sales-floor recovery and regularly stock and replenish merchandise.
Promote a positive team culture aligned with the mission and TRUE Core Values, and communicate daily priorities to team members.
Ensure shoppers are greeted promptly and that team members greet, thank, and assist shoppers throughout their visit.
Coach, observe, and provide real-time feedback to reinforce customer-service expectations and respectful shopper interactions.
Assist with shopper questions, concerns, returns, and exchanges, escalating issues to Store Leadership when necessary.
Support assigned opening and closing activities and assist with merchandise flow from the backroom to the sales floor.
Maintain safety, cleanliness, presentation, and brand standards throughout 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.
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, operational effectiveness, and leadership priorities.