Retail Sales Floor Team Lead

Goodwill Industries of Middle Tennessee•Mt. Juliet, TN

12d•Onsite

About The Position

The Retail Sales Floor Team Lead provides on-floor leadership to elevate the shopper experience, uphold brand standards, and provide 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, while advancing the organization's mission of Changing Lives through Education, Training and Employment and its TRUE Core Values of Teamwork, Respect, Uprightness, and Empowerment. The role leads daily front-end operations and supports sales-floor merchandising, stocking, recovery, shopper service, and team training. It also assists with assigned opening and closing activities, merchandise flow, store cleanliness and safety, and compliance with organizational procedures and CPSC requirements. The position requires flexibility to support morning and evening shifts, including weekend coverage, according to store operating needs.

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 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.

Nice To Haves

Associate’s degree in business, Logistics, Supply Chain, Management, Retail Operations, or a related field.
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 addressing 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.
Deliver 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, full, 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 ensure merchandise is regularly stocked and replenished.
Promote a positive team culture aligned with the organization's mission and TRUE Core Values.
Communicate daily priorities to keep team members focused and aligned.
Ensure shoppers are promptly greeted and team members consistently greet, thank, and assist shoppers throughout their visit.
Reinforce service expectations through coaching, observation, and real-time feedback.
Assist shoppers with 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 across the sales floor, front end, fitting rooms, restrooms, and common areas.
Monitor cleaning routines and ensure store spaces remain clear, organized, stocked, and safe.
Communicate maintenance needs, safety concerns, operational issues, and store priorities to Store Leadership.
Follow organizational policies, procedures, performance standards, Goodwill operational guidelines, and CPSC requirements; support accurate register activity and asset protection awareness.
Perform other duties as assigned to support store operations, operational effectiveness, and leadership priorities.