Retail Sales Floor Team Lead

Job Summary Union City – 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. 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, each interaction contributes to the impact we make in the community. 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. Handle tills and register procedures but do not perform 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, and properly sized 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 and 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. Train and consistently expect all team members 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. 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 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 and perform other duties as assigned to support overall store operations and leadership priorities. Minimum Qualifications High School Diploma or equivalent required. Associate’s degree in business, logistics, supply chain, management, retail operations, or a related field preferred. One to two years of previous 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 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. Basic computer skills – 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 Qualifications 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 e‑commerce operations is a plus. Previous experience supervising, training, coaching, or developing staff strongly preferred. Bilingual language skills. Benefits Goodwill Industries of Middle Tennessee’s mission is to change lives through education, training, and employment. Full‑time: Health and Prescription Insurance, 403(b) Retirement Plan, Paid Vacation, Holiday, & Sick Leave, Paid Bereavement Leave, Employee Assistance Program. Part‑time: 403(b) Retirement Plan, Paid Vacation & Sick Leave, Employee Assistance Program. #J-18808-Ljbffr Goodwill Industries of Middle Tennessee, Inc.