Team Lead - Pantops

Mission Contribution: To ensure the efficient and cost-effective operation of retail, production, and/or donation center functions through safeguarding corporate assets, managing staff, fostering customer and donor relations, maximizing profitability, and supporting training opportunities. This role will support store management in the functional areas of sales, donation intake, and/or production, contributing to Goodwill's mission of sustainability and community support.

Summary: Under the direct supervision of the Store Manager or designee, the Team Lead is responsible for directing, training, and assisting staff across retail, production, and/or donation functions. This includes customer service, cash register operations, facility security, processing donations, and/or inventory management. The Team Lead may coordinate donation intake, sort and price items, maintain cleanliness, ensure accurate cash handling, and/or assist in all day-to-day operations across retail, production, and/or donation center functions.

Essential Functions:

1. Greet and assist customers and donors, ensuring prompt and courteous service within 10 seconds of entry.
2. Assist with leading, training, and coaching team members in daily department tasks (cashiers, production staff, donation attendants) to support efficiency and adherence to company procedures, under the guidance of the manager.
3. Oversee the accurate pricing, sorting, and rotation of donated goods in alignment with store and production standards.
4. Assist with processing donations, ensuring proper categorization, pricing, and timely movement to the sales floor or storage areas.
5. Demonstrates the principles of DURT (Donor Urgent Response Team) with every donor interaction and uses the DURT Alert system to ensure all donors receive world class customer service.
6. Maintain a clean and organized environment across departments: sales floor, production area, and donation intake area, including regular stocking, cleaning, and rotating merchandise.
7. For Retail Team Leads: Assign cash drawers and oversee cashier balancing procedures, ensuring compliance with Goodwill's cash handling policies.
8. Schedule and coordinate breaks for team members, ensuring continuous coverage.
9. Track daily metrics for production, donations, or retail sales, ensuring department goals are met and reporting any discrepancies to management.
10. Complete daily reports relevant to department operations (cash register transactions for Retail, donation volumes for ADC, and production output for Production).
11. Monitor compliance with Goodwill's policies for cash handling (if applicable), donations, and employee conduct, escalating any violations promptly to the manager for resolution.
12. Perform regular safety checks on equipment and report any hazards or injuries immediately.
13. Train staff on safety procedures for handling merchandise, donations, and customer interactions, ensuring safe work practices are followed.
14. Ensure security measures are followed related to theft prevention, pilferage, and handling of cash receipts (where applicable).
15. Provide excellent customer and donor service by addressing concerns, answering questions, and ensuring satisfaction across all areas of operation.
16. Assist with promotional activities, including setting up displays, posting signs, and communicating offers to customers, as needed.
17. Support company initiatives by following Goodwill's customer service policies, including the 10-second rule for customer engagement and maintaining store cleanliness.
18. Maintain Goodwill's operational standards for inventory management, productivity, and donation intake, adhering to company-wide best practices.
19. Exhibit actions and behaviors that align with Goodwill's core values to Serve, Lead, Include, Mentor, and Excel.
20. Perform additional duties as assigned by management, contributing to store operations, production efficiency, and donation center productivity.
21. Attends in-service and related training as assigned.
22. Performs other duties as assigned by Management.
23. Adheres to all Goodwill personnel policies and procedures.
    
    

Minimum Qualifications:

• Ability to read, write, and communicate verbally.
• Ability to perform basic math skills.
• Must be able to work independently.
• Ability to develop and maintain effective working relationships with managers, team members, customers, and donors.
• Ability to work within a team situation.
• Ability to maintain a positive, friendly attitude and a neat, clean, and well-groomed appearance.
  
  

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.
  
  

Special Requirements:

• Must provide cell phone for specified work responsibilities including the use of a phone-based application for authentication
• A valid driver's license and the ability to provide proof of insurance is required to drive personal vehicle on company business. Additionally, an acceptable motor vehicle record based on Goodwill guidelines is required to drive a company vehicle.
• Must successfully pass a drug screen prior to employment.
• A background check required during employment based on company policy or specific job responsibilities.
  
  

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required to stand, walk, sit, use hands to handle or feel objects, tools, or controls, reach with hands and arms, and talk or hear. Vision requirements include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• Able to lift, push, pull, carry, or otherwise move up to forty (40) pounds with no support regularly. For weight over forty (40) pounds, request additional team member assistance as needed.
  
  

Work Environment:

• Retail/Warehouse Environment
• Ability to travel minimally required for trainings or meetings.
• Open available to work all hours of operation, including weekends, holidays, and occasional extended hours.

While performing the duties of this job, the employee may be exposed to varying temperatures, such as refrigeration areas and heat, cold and adverse weather conditions. The noise level in the work environment is typically low to moderate.

About Us:

Founded over ninety years ago, Goodwill Industries of the Valleys is committed to eliminating poverty through our mission of empowering individuals, strengthening families, and inspiring communities. Our team members are at the heart of this mission, driving innovation and defining our organizational culture. Through a team-centered model, we are deeply connected to the communities we serve, enhancing our impact and fostering collaboration at all levels.

Empowering Individuals * Strengthening Families * Inspiring Community