Key Holder

Goodwill Industries of Middle Tennessee, Inc.; Missouri; On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Health and prescription insurance

Paid vacation time

Job summary

Goodwill Industries of Middle Tennessee seeks a Key Holder to provide on‑shift leadership, ensuring store readiness and excellent donor and shopper experiences. You will oversee opening/closing routines, guide associates, and support daily operations, while reinforcing policy adherence and safety across all front‑end areas.

The role emphasizes engaging with customers and donors, maintaining clean merchandising standards, and promoting team collaboration in a mission‑driven environment.

Qualifications

• High School Diploma or equivalent required.
• Associate’s degree in business, Logistics, Retail Management, or related field preferred.

Responsibilities

• Lead on-shift coverage and opening/closing routines.
• Support shopper and donor experience with clean, organized store environment.
• Ensure POS accuracy and safe cash handling during shifts.
• Coach associates to deliver friendly, efficient service and adherence to standards.

Skills

Communication skills

Organizational skills

On-shift leadership

Forklift operation

Education

High School Diploma

Associate degree preferred

Tools

Outlook

Word

Excel

Job description

Job Location

Franklin I

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.

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 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 elevate 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.

Goodwill Industries of Middle Tennessee's mission is to change lives through education, training, and employment.

Full-Time Benefits: Health and Prescription Insurance, 403(b) Retirement Plan, Paid Vacation, Holiday, & Sick Leave, Paid Bereavement Leave, Employee Assistance Program Part-Time Benefits: 403(b) Retirement Plan, Paid Vacation & Sick Leave, Employee Assistance Program