Retail Sales Floor Team Lead

Goodwill Industries of Middle Tennessee•Union City, TN

1d•Onsite

About The Position

The Retail Sales Floor Team Lead provides on-the-floor leadership to elevate the shopper experience, maintain consistent brand standards, and offer 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 supports sales performance, team capability, 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 position supports both morning and evening shifts, including weekend coverage, to meet store operating needs.

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 behaviors aligned with the mission and TRUE Core Values.
Ability to deliver strong donor service and provide safe, friendly, and efficient interactions 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.
Flexibility to support morning and evening shifts, including weekend coverage, to meet store operating needs.

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, ensuring accurate transactions and smooth shopper flow.
Ensure proper handling of tills and register procedures; do not perform 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 recovery and ensure merchandise is regularly stocked and replenished.
Promote a positive team culture aligned with the mission and TRUE Core Values, and communicate daily priorities to team members.
Ensure shoppers are promptly greeted and welcomed, and that team members greet, thank, and assist shoppers throughout their visit.
Reinforce customer service expectations through coaching, observation, and real-time feedback.
Assist with shopper questions, concerns, returns, and exchanges, escalating issues to Store Leadership only when necessary.
Maintain awareness of shopper needs and provide support for a positive, mission-aligned experience.
Support assigned opening and closing activities and assist with moving 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 ensure store spaces remain clear, organized, stocked, and safe.
Communicate maintenance needs, safety concerns, operational issues, and store priorities promptly to Store Leadership.
Ensure adherence to organizational policies, procedures, performance standards, 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.