Front End & Customer Service Lead

Horizon Goodwill; Hagerstown (MD); On-site; USD 33,000 - 37,000; Full time

Job summary

Horizon Goodwill in Hagerstown, MD is seeking a Front End / Customer Service Lead to manage checkout operations, cash handling, and the store's front-end experience.

You will ensure fast service, accurate transactions, and compliance with Maryland laws for tobacco/lottery and age checks, while leading cashiers during peak periods.

This full-time role offers $16.00–$18.00 per hour with opportunities for advancement in a community-focused retailer.

Qualifications

• Age 18+ for tobacco/lottery sales in this jurisdiction.
• Ability to stand for long periods and lift up to 50 lbs.
• 1–2 years of high-volume retail or grocery experience with cash handling.
• Familiarity with Maryland regulations for lottery, tobacco, and age-restricted sales.
• Proficiency with POS systems, lottery terminals, and basic office software.

Responsibilities

• Oversee checkout operations to ensure fast service and accuracy.
• Manage cash handling and compliance with office and safety procedures.
• Maintain lobby presentation, merchandising, cleanliness, and front-end stock.

Skills

POS proficiency

Cash handling

Customer service

Leadership

Communication

Teamwork

Tools

POS systems

Lottery terminals

Job description

Job Details

Job Location: HGI2 - Hagerstown, MD 21740

Position Type: Full Time

Salary Range: $16.00 - $18.00 Hourly

Job Category: Grocery

Job Summary: TheFront End / Customer Service Leadis the "Captain of the First Impression." Youare responsible forthe daily execution of checkout operations, cash management, and the overall shopping atmosphere. In this role, you ensure that every customer interaction is positive, efficient, and professional whilemaintainingthe highest standards of financial accuracy.While the Store Manager oversees the overall business strategy, theFront-EndLead is the"owner" of the lobby, ensuring lines are short, the storefront is clean, and the service team is motivated andproductive.

Essential Functions

1. Checkout & Service Operations
   • Transaction Oversight: Monitor the checkout area to ensure speed of service; open additional registers or assist with "line busting" using handhelds during peak hours.
   • Customer Resolution: Act as the first point of contact for complex customer inquiries, returns, or transaction disputes, resolving issues with a focus on "making it right."
   • Supply Management: Ensure all front-end stations are fully stocked with bags, receipt paper, and cleaning supplies.
2. Cash & Compliance Management
   • Cash Handling: Oversee shift-start drawer assignments, mid-shift drops, and end-of-day reconciliations. Ensure the "office" and safe procedures are followed strictly.
   • Age-Restricted Sales: Monitor and enforce strict compliance with Maryland laws regarding the sale of tobacco, lottery, and restricted over the counter medications. Conduct regular "spot checks" on ID verification.
   • Lottery Operations: Manage lottery terminal inventory, ticket restocking, and daily payouts, ensuring total accuracy in reporting.
   • Money Services Compliance: Oversee Western Union money order/transfer operations, ensuring all transactions adhere to federal Anti-Money Laundering (AML) regulations and company reporting standards.
3. Front End Presentation & Safety
   • Lobby Standards: Maintain the "curb appeal" of the store—ensuring the entrance, vestibule, and parking lot are free of debris and carts are organized.
   • Merchandising: Oversee the stocking and "facing" of front-end impulse items (candy, batteries, snacks) and ensure "Quick Pick" displays are enticing and priced correctly. Assist with ordering and inventory related to front end merchandise.
   • Sanitation: Ensure the checkout counters and high-touch areas are sanitized regularly throughout the shift.
4. Team Leadership
   • Training: Assist in the onboarding of new Cashiers/Service Associates, focusing on POS proficiency, bagging techniques, and customer service soft skills.
   • Communication: Bridge the gap between the floor and management by relaying customer feedback and operational issues to the Store Manager.

Oral/Written Communication

Articulate thoughts and ideas clearly and effectively in written and oral forms.

Critical Thinking/Problem Solving

Obtain, interpret, and use knowledge, facts, and data to make decisions and overcome problems.

Teamwork/Collaboration

Work within a team structure and can negotiate and manage conflict. Exhibit a positive workplace attitude that encourages advancement towards common goals.

Digital Technology

Demonstrate personal accountability, effective work habits, and understand the impact of non-verbal communication on professional work image. Demonstrates integrity and ethical behavior, acts responsibly, and ability to learn from mistakes.

Interpersonal Skills

Exceptional ability to remain calm under pressure and de-escalate customer concerns. Natural leadership ability with a focus on coaching a team to maintain high energy and professionalism during busy shifts.

Reliability

Punctuality is a must—our customers rely on us being open and ready. Serve as a dependable anchor for thestoresopening or closing routine, ensuring the building is secure and ready for business.

Education and experience

Qualifications

• Age Requirement: Must be 18 or older (required for tobacco/lottery sales in this jurisdiction).
• Physical Requirements: Ability to stand for long periods and lift up to 50 lbs.
• Experience: 1–2 years of experience in a high-volume retail orgrocerystore environment with a strong focus on cash handling.
• Compliance Knowledge: Familiarity with Maryland regulations for lottery,tobaccoand otherage-restricted product sales.
• Technical Proficiency: High comfort level with POS (Point of Sale) systems, lottery terminals, and basic office software.

Career Path

• Shift Manager
• Assistant Manager
• Store Manager