Retail Sales Floor Team Lead

Goodwill Industries of Middle Tennessee•Clarksville, TN

2d•Onsite

About The Position

The Retail Sales Floor Team Lead provides on-floor leadership to elevate the shopper experience and ensure consistent brand standards, real-time support, and store readiness. 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 supports sales performance and team capability. Guided by the organization’s 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 Team Lead supports opening and closing activities, store safety and cleanliness, merchandise flow, and adherence to organizational policies, procedures, operational guidelines, and CPSC requirements. The role may perform other duties assigned to support store operations and leadership priorities.

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.
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 register issues within allowed access.
Serve as the point person for cashiers, supporting accurate transactions and smooth customer flow.
Ensure tills and register procedures are handled properly without performing safe counts or secured cash functions.
Provide friendly, fast, and accurate service 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, 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 ensure merchandise is regularly stocked and replenished.
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 expectations for greeting, thanking, and assisting shoppers.
Coach team members through observation and real-time feedback to support friendly, respectful service.
Assist shoppers with questions, concerns, returns, and exchanges, escalating issues to Store Leadership when necessary.
Support opening and closing activities and the flow of merchandise from the backroom to the sales floor.
Maintain safety, cleanliness, presentation, and brand standards across 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 to Store Leadership promptly.
Ensure adherence to organizational policies, procedures, and performance standards, including accurate register activity and asset protection awareness.
Follow Goodwill operational guidelines and CPSC requirements.
Perform other duties as assigned to support store operations, operational effectiveness, and leadership priorities.