Retail Key Holder: Lead Team & Elevate Customer CARE

Goodwill Industries of Greater New York and Northern New Jersey; Bound Brook (NJ); On-site; USD 24,797,000 - 30,307,000; Full time

Benefits offered by this job

Generous Time off policy

Health, wellness and financial support

Robust health benefits

Retirement matching

Transit and commuter benefits

Job summary

Goodwill Greater New York and Northern New Jersey is seeking a Key Holder in Bound Brook, NJ to support Store Management and elevate the customer experience. You will model CARE service standards, coach associates, and execute operations in the Store Manager’s absence.

Responsibilities include leading a high-performing team, delivering excellent service, partnering on the selling floor, and driving brand loyalty through the Rewards program while upholding company policies.

Qualifications

• High school diploma, equivalent, or combination of education and relevant experience required.
• Minimum 1+ year experience in retail store supervisory.
• Proven ability to drive and exceed individual and store results.
• Proven ability to build lasting relationships with customers and colleagues.
• Ability to adapt to and engage with different customers.
• Strong interpersonal and communication skills (verbal and written) with customers, sales leadership team and colleagues.
• Demonstrated collaborative skills and ability to work well within a team.
• Ability to receive feedback and take action when appropriate.
• Accuracy and attention to detail required.
• Ability to work a flexible schedule based on business needs which includes, evenings, weekends and holidays.
• Ability to handle multiple tasks while working in a fast‑paced and deadline‑oriented environment.

Responsibilities

• Lead a high performing customer first orientated team. Coach and provide feedback to the team as necessary to ensure all customers and donors serviced in the store are given the full CARE experience in line with brand strategies.
• Lead by example by setting the standard to deliver excellent service to customers.
• Drive partnership on the selling floor between sales specialists and store associates.
• Develop and retain talented employees, by coaching in the moment and providing feedback to the Store manager to support training and development.
• Resolve all customer complaints and issues quickly, efficiently and with respect resulting in an overall positive experience. Partner with the Store Manager where necessary.
• In absence of the Store manager, responsible for executing all operations.
• Possess a strong understanding of the business and effectively communicate needs and ideas to elevate the business.
• Assist Store Manager in driving Goodwill brand loyalty through coaching sales team to share knowledge of Goodwill Rewards program and Mission, consistently educating customers of the benefits of participation.
• Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations.
• Communicate product needs to the stock team ensuring that flow of product to the floor is quick and efficient.
• Ensure the selling floor is neat, clean, organized and reflects the correct visual image at all times.
• Ensure presentation of all windows, displays, fixtures and all visual areas are reflective of current visual direction.
• Enforce and support Store Manager in holding team accountable to Company policies and procedures.
• Additional duties as required.

Job description

Goodwill Greater New York and Northern New Jersey is seeking a Key Holder in Bound Brook, NJ to support Store Management and elevate the customer experience. You will model CARE service standards, coach associates, and execute operations in the Store Manager’s absence.

Responsibilities include leading a high-performing team, delivering excellent service, partnering on the selling floor, and driving brand loyalty through the Rewards program while upholding company policies.