Retail Donor Specialist - Materials Handler Team Lead

Job Location
Hermitage

Job Summary:
Retail Donor Specialist - Materials Handler Team Lead plays a vital role in creating a positive, mission-driven experience for donors, shoppers, and team members. This Lead provides hands-on support and guidance to Retail Donor Specialist - Materials Handler Associate, ensuring established processes are followed, GREAT donor care is delivered, and donations are handled with integrity. The role supports both front-of-house donation activity and backroom operations, including coordinating the movement of donations, ensuring safe and efficient loading and unloading of trucks, and maintaining organized, productive workspaces.

Guided by our Mission of Changing Lives through Education, Training and Employment, the Retail Donor Specialist - Materials Handler Team Lead helps ensure every donation and every interaction contributes to the impact we make in the community. By coaching team members, reinforcing operational and safety standards, and modeling expected behaviors, this Lead promotes a work environment grounded in our TRUE Core Values of Teamwork, Respect, Uprightness, and Empowerment.

Job Description

Essential Functions

Donor Experience & Stewardship

• Provide GREAT donor care by greeting donors promptly, offering assistance, and ensuring each donor feels appreciated and valued.
• Lead, support, and coach Donor Specialists / Material Handlers to consistently deliver a positive, mission-aligned donor experience.
• Observe, reinforce, and model proper donation handling practices to ensure items are treated with integrity and respect for donor intent.
• Oversee daily donation intake activity, ensuring processes, safety standards, and service expectations are consistently followed.
• Address donor service or process issues in real time to protect the donor experience.
• Maintain a clean, organized, and welcoming donation area at all times.

Process Support, Supervision & Team Coaching

• Serve as the on-shift Lead and hands-on resource for Donor Specialists / Material Handlers, providing real-time direction, guidance, and support.
• Supervise day-to-day work activities, helping prioritize tasks and direct team members based on donor volume and operational needs.
• Support onboarding and on-the-job training by reinforcing standard work, safety practices, and donor service expectations.
• Promote accountability through observation, coaching conversations, and reinforcement of established processes and behaviors.
• Communicate workflow needs, staffing considerations, challenges, and opportunities to Retail Leadership.
• Provide feedback to Retail Leadership regarding team performance, training needs, and recurring process gaps.

Backroom Operations & Material Handling

• Oversee and coordinate the movement of donations from intake areas to backroom and production areas to support efficient workflow.
• Direct and support backroom organization, staging, and donation flow to maintain productivity, cleanliness, and safety standards.
• Monitor stock rotation, salvage removal, waste handling, and overall backroom organization.
• Identify and help resolve routine operational issues that may impact workflow or safety.

Operations, Safety & Compliance Support

• Support safe and efficient loading and unloading of trucks and the flow of donations through intake, backroom, and production areas.
• Maintain safety, cleanliness, organization, and brand standards across donation areas, backroom, and shared spaces.
• Operate material handling equipment, including pallet jacks and forklifts, when trained and certified, and address unsafe conditions immediately.
• Communicate operational issues, safety concerns, or maintenance needs promptly to Retail Leadership.
• Ensure adherence to organizational policies, procedures, and CPSC and Goodwill operational guidelines.
• Perform other duties as assigned to support 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 a fast-paced, high-volume operations preferred.
• 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.