Key Holder

Job Location
Cookeville

Job Summary:
The Key Holder supports the delivery of a consistently positive shopper and donor experience by helping maintain a clean, organized, well merchandised, and welcoming store environment during assigned shifts. This role provides hands on, on shift leadership of customer and donor facing activities, including point of sale support, sales floor standards, merchandising execution, donor flow support, and basic store readiness, while carrying out established processes in alignment with Goodwill's mission of Changing Lives through Education, Training, and Employment.

Through active, on floor presence, the Key Holder reinforces expectations for cleanliness, shop ready merchandising, friendly service, safe operations, and respectful donor interactions while supporting daily routines such as opening, closing, and shift execution. Under the direction of store management, this role focuses on consistent task completion, associate guidance, and customer and donor support, ensuring the store and donor areas remain easy to navigate and ready to serve the community throughout the day, grounded in Goodwill's values of Teamwork, Respect, Uprightness, and Empowerment.

Job Description

Essential Functions

On Shift Leadership & Key Holder Coverage

• Serve as the on-duty key holder during assigned shifts, supporting store opening and closing routines and ensuring store readiness.
• Provide visible, on-floor leadership to guide associates and support smooth shift execution.
• Support shift handoffs by communicating priorities, coverage needs, and operational issues to store leadership.
• Escalate complex customer, donor, safety, or operational concerns to store leadership as appropriate.
• Maintain a flexible schedule, including evenings, weekends, and holidays, and perform other duties as assigned to support store operations.

Shopper & Donor Experience

• Support the delivery of a consistently positive shopper and donor experience during assigned shifts by helping maintain a clean, organized, and welcoming store and donor environment.
• Reinforce shop-ready merchandising standards through timely recovery, basic replenishment, and adherence to established presentation guidelines.
• Support point-of-sale and front-end activities by reinforcing accurate transactions, friendly service behaviors, and efficient customer flow.
• Reinforce expectations for cleanliness, organization, and safety across all shopper- and donor-facing areas, including registers, aisles, fitting rooms, restrooms, checkout zones, and donor drop-off areas.
• Support donor flow by reinforcing respectful, friendly, and efficient donor interactions and ensuring donor areas remain safe, organized, and easy to navigate.
• Assist with maintaining signage placement, price accuracy checks, fixture organization, and product presentation by following established processes and reporting issues to store leadership.
• Reinforce expectations for proactive associate greetings and excellent service by modeling positive interactions and coaching team members to engage shoppers and donors in a friendly, helpful, and respectful manner.
• Model positive shopper and donor service behaviors and provide on-the-spot guidance to associates to reinforce service standards and expectations.

Performance Execution & Store Readiness Support

• Support opening and closing routines while leading assigned shifts to restore and maintain the store in grand-opening condition through strong execution of recovery, cleanliness, merchandising standards, production support, backroom organization, and operational routines.
• Train and coach new and existing associates during shifts by reinforcing standard work, service expectations, basic production and backroom workflows, and daily task execution, escalating needs or concerns to store leadership as appropriate.

Compliance and Risk Oversight

• Reinforce adherence to company policies, safety guidelines, and operational standards across shopper- and donor-facing areas during assigned shifts.
• Monitor on shift activities to support accurate POS transactions, pricing integrity, and safe cash handling, escalating concerns as needed.
• Support loss-prevention efforts through situational awareness and by coaching associates on safe and compliant practices.

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 supervisory or lead experience in production, warehouse, retail, or logistics environments required.

Knowledge and Skills

• Strong oral and written communication skills with the ability to provide clear, respectful direction and feedback.
• Strong organizational skills with the ability to manage multiple tasks and priorities accurately in a fast-paced retail environment.
• Ability to learn and consistently apply established processes, systems, equipment, and standard operating procedures.
• Ability to provide on-shift leadership by guiding, training, and motivating associates while promoting a positive, inclusive work culture grounded in our Mission and TRUE Core Values.
• Ability to deliver strong shopper and donor service, ensuring safe, friendly, and efficient interactions, including at the Donor Door.
• Ability to recognize execution issues related to service, cleanliness, merchandising, and safety and escalate concerns appropriately.
• Basic computer proficiency, including Outlook, Word, Excel, and online product research.
• Ability to operate a forklift (must obtain forklift certification; training and certification are provided by the organization), if required by the assigned location
• Bilingual skills are preferred.

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

• Associate's degree in business, Logistics, Supply Chain, Retail Management, or a related field; or equivalent experience, including four (3) years of supervisory or lead experience in retail, warehouse, logistics, or production environments.
• Experience working in 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 training, coaching, or developing staff strongly preferred.
• Bilingual language skills are preferred.