Supervisor, Retail Support (E-Comm & New Goods)

Description

Mission Contribution: The Supervisor, Retail Support (E-Comm & New Goods), upholds Goodwill's mission by ensuring the efficient, compliant, and profitable operation of both New Goods and E-Commerce activities. This role integrates receiving, processing, merchandising, inventory management, and in-store/online sales operations to maximize revenue, protect company assets, enhance customer experience, and uphold Goodwill's brand and marketplace standards.

Summary: Reporting to the Manager(s) of New Goods and E-Commerce, the Supervisor of Retail Support, is responsible for leading day-to-day merchandising, production, and online sales operations. This position provides hands-on oversight of inventory flow from intake through in-store and online sale, ensures operational efficiency and safety, supports employee training and accountability, and delivers excellent customer and vendor service across physical and digital channels.

Essential Functions:

1. Receive, inspect, and verify purchased and donated merchandise shipments, including confirming Bill of Lading (BOL) accuracy, performing damage checks, and operating material-handling equipment (e.g., pallet jacks, forklifts) as required.
2. Accurately enter, update, and maintain merchandise, inventory, and pricing records in the Point of Sale (POS) system and applicable online marketplace platforms.
3. Organize and maintain accurate paper and electronic records for sales orders, invoices, BOLs, inventory audits, and courier documentation in accordance with company procedures.
4. Supervise and support all aspects of merchandising and E-Commerce production operations, including receiving, sorting, listing, pricing, fulfillment, and rotation of inventory.
5. Ensure daily productivity, quality, and sales goals are met across merchandising and E-Commerce functions; identify deficiencies and report trends or issues to management.
6. Oversee quality control for merchandise listed or sold through online marketplaces, conducting regular audits to ensure compliance with marketplace standards and protection of the Goodwill brand.
7. Evaluate, appraise, approve, and price questionable items within established guidelines to maximize sales while safeguarding marketplace standing and organizational reputation; escalating specialty items to management as needed.
8. Monitor retail and online sales metrics, inventory levels, and marketplace activity to identify opportunities for growth, replenishment, or operational improvement.
9. Ensure unsellable or prohibited merchandise is identified, removed, and disposed of properly in compliance with company and marketplace requirements.
10. Maintain a clean, safe, secure, and organized environment across sales floors, production areas, warehouses, and E-Commerce workspaces, following established standards and cleaning schedules.
11. Perform regular safety and equipment inspections; promptly report hazards, maintenance concerns, injuries, or losses according to policy.
12. Ensure compliance with security, cash handling (as applicable), inventory control, theft prevention, and loss mitigation procedures.
13. Provide excellent customer, donor, vendor, and internal service by responding promptly and professionally to inquiries, concerns, and feedback across in-person and online channels.
14. Lead, assign, and delegate work to team members while performing hands-on operational duties as needed.
15. Support employee training, onboarding, and cross-training for merchandising and E-Commerce tasks; reinforce standard operating procedures and best practices.
16. Monitor employee performance and compliance with safety, productivity, quality, and customer service standards; provide coaching and performance feedback and escalate issues to management as appropriate.
17. Open and close merchandising and/or E-Commerce operations as assigned and serve as a responsible key holder when designated.
18. Coordinate with Logistics, Store Management, and E-Commerce leadership regarding inventory movement, transportation needs, promotions, and operational priorities.
19. Assist with promotional efforts, visual merchandising, displays, signage, and communication of sales initiatives as directed.
20. Demonstrate behaviors aligned with Goodwill's core values: Serve, Lead, Include, Mentor, and Excel.
21. Participate in required training, safety meetings, leadership meetings, and company initiatives.
22. Perform other duties as assigned and adhere to all Goodwill policies and procedures.

Minimum Qualifications:

• Basic mathematical skills.
• Basic computer skills, including experience with Microsoft Office.
• Effective communication skills with the ability to create reports and professional business correspondence, to present information clearly, and to respond to questions from team members and customers.
• Ability to work independently.
• Ability to work effectively in a team environment.
• Ability to develop and maintain effective working relationships with team members, supervisors, and diverse internal and external customers
• Ability to follow safety rules, operating and maintenance instructions, and other procedures.

Required Certificates, Licenses, Registrations, Experience:

• High school diploma or GED.
• Two or more years of experience in operations, production, retail, or donation processing.
• Experience in customer service and working with diverse populations.
• Must be able to successfully complete any assigned Goodwill training within the required period of time upon employment.

Special Requirements:

• Reliable transportation is required to commute to and from the store for scheduled shifts.
• Open availability for all scheduled shifts, including weekends, evenings, and holidays, as needed to meet business demands.
• Personal vehicle usage is required for this position, including a reliable vehicle, a valid driver's license, and the ability to provide proof of insurance for driving on company business.
• An acceptable motor vehicle record, based on Goodwill guidelines, is required for driving a personal or company vehicle.
• Must provide a cell phone for specified work responsibilities, including the use of a phone-based application for authentication.
• Must successfully complete a state background investigation and drug screen.

Physical Requirements:

The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop; kneel; crouch, or crawl; talk or hear.
• Able to lift, push, pull, carry, or otherwise move up to forty (40) pounds regularly without support. For weight over forty (40) pounds, request additional team member assistance as needed.

Work Environment:

• Retail/Warehouse environment.
• Occasional travel may be required for training sessions or meetings within the organization's service area.
• While performing the duties of this job, the employee may be exposed to heat, cold, and adverse weather conditions.
• The noise level in the work environment is typically low to moderate, though it may vary based on the job site or location.

Empowering Individuals • Strengthening Families • Inspiring Communities