Retail Sales Floor Team Lead

About the role

Job Location

Mt. Juliet

Job Summary

This role exists to elevate the shopper's experience by providing dedicated on the floor leadership that ensures exceptional shopper experience, consistent brand standards, and real time support for shoppers and team members. The Retail Sales Floor Team Lead oversees front end and sales floor operations, including cash operations, cashier accuracy, shopper service, queue management, merchandising standards, and store recovery. This role drives sales performance, strengthens team capability, and supports store readiness and presentation.

Guided by our Mission of Changing Lives through Education, Training and Employment, this role helps ensure every interaction contributes to the impact we make in the community. This position promotes a work environment grounded in our TRUE Core Values of Teamwork, Respect, Uprightness, and Empowerment.

Essential Functions

Front End & Cash Operations

• Lead daily Front End operations, including registers, queue management, exchanges, and addressing register issues within allowed access.
• Serve as the point person for cashiers, ensuring accurate transactions and smooth customer 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 new front end team members on register procedures, shopper service standards, and daily operating expectations to ensure consistency and accuracy.

Sales Floor Operations

• Maintain a clean, organized, full, neat, sized, and categorized sales floor following Goodwill standards.
• Use the Merchandising Guide to maintain visual presentation, product placement, and seasonal displays.
• Complete daily recovery to keep the sales floor shoppable and brand consistent.
• Ensure merchandise is stocked and replenished regularly to maintain product availability.
• Promote a positive team culture aligned with our Mission and TRUE Core Values.
• Communicate daily priorities to keep team members focused and aligned.

Shopper Experience

• Ensure all shoppers are greeted promptly and feel welcomed upon entering the store.
• Ensure all team members are trained and consistently expected to greet, thank, and assist shoppers throughout their visit.
• Reinforce customer service expectations through coaching, observation, and real time feedback to support a friendly and respectful shopping experience.
• Ensure shoppers receive fast, friendly, and respectful service at the front end and on the sales floor.
• Assist with customer questions, concerns, returns, and exchanges, escalating issues to Store Leadership only when necessary.
• Maintain awareness of shopper needs and provide support to ensure a positive, mission aligned experience.

Operational, Safety, and Compliance Support

• Support assigned opening and closing activities and assist with the flow of merchandise from the backroom to the sales floor.
• Maintain safety, cleanliness, presentation, and brand standards across 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 for shoppers and team members.
• Communicate maintenance needs, safety concerns, operational issues, or store priorities clearly and promptly to Store Leadership.
• Ensure adherence to organizational policies, procedures, and performance standards, including accurate register activity and asset protection awareness.
• Follow all Goodwill operational guidelines and CPSC requirements.
• Performs other duties as assigned to support overall store operations, operational effectiveness, and leadership priorities.

Minimum Qualifications

Required Skills

Education

• High School Diploma or equivalent required.
• Associate's degree in business, Logistics, Supply Chain, Management, Retail Operations, or a related field preferred.

Experience

• One to two years of previous experience in production, warehouse, retail, or logistics environments required.

Knowledge and Skills

• Strong oral and written communication skills to support 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 our Mission and TRUE Core Values.
• Ability to deliver strong donor service, ensuring 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.

Preferred Education / Experience / Knowledge & Skills / Certifications & License

• Associate's degree or completion of related retail management coursework.
• Experience in fast paced, high volume operations
• Prior retail, nonprofit, or mission-based organization experience preferred.
• Experience supporting or working alongside eCommerce operations is a plus.
• Previous experience supervising, training, coaching, or developing staff strongly preferred.
• Bilingual language skills
• This role requires flexibility to support both morning and evening shifts, including weekend coverage, to meet store operating needs.