Supervisor, Retail Sales

Goodwill Industries of the Valleys; Rocky Mount (VA); On-site; USD 36,000 - 48,000; Full time

Job summary

Goodwill Industries of the Valleys is seeking a Sales Supervisor to oversee daily store operations, drive profitability, and maintain policy compliance. You will lead and coach staff, ensure efficient pricing and donations processing, and promote a welcoming environment for customers and donors.

As part of the leadership team, you will monitor sales metrics, manage cash drawers, and coordinate scheduling while upholding Goodwill's standards and DURT customer service principles.

Qualifications

• Basic computer skills and experience with Microsoft Office, PowerPoint, and Outlook.
• Strong written communication skills for reports and business correspondence.
• Effective verbal communication skills for questions from supervisors, team, and customers.
• Basic mathematic skills: add, subtract, multiply, and divide with whole numbers, fractions, and decimals.
• Interpersonal skills to develop and maintain relationships with diverse customers and team members.
• Positive and friendly attitude contributing to a collaborative work environment.

Responsibilities

• Greet and assist customers and donors within 10 seconds of entry.
• Lead, train, and coach team members in daily retail operations.
• Oversee pricing, sorting, and rotation of merchandise to standards.
• Monitor and ensure proper processing of donations and movement to sales floor or storage.
• Demonstrate DURT principles with every donor interaction and use the DURT Alert system when needed.
• Maintain clean, organized store, production, and donation intake areas.
• Assign and manage cash drawers, ensuring cashier balancing per policy.
• Schedule and coordinate breaks to maintain floor coverage.
• Track and analyze daily sales metrics and production goals; report discrepancies.
• Complete daily operational reports including cash transactions and donation volumes.
• Enforce compliance with policies, handling, donations, and conduct; escalate violations.
• Coach and mentor team members to reach their full potential.
• Participate in interviews, assist with hiring input, onboarding, and recruitment support.
• Assist in corrective actions and performance improvement plans.
• Conduct regular safety checks and report hazards or injuries.
• Train on safety protocols for merchandise handling, donations, and customer interactions.
• Implement and oversee security measures to prevent theft and manage cash receipts.
• Address inquiries and resolve concerns to ensure satisfaction.
• Assist with promotional activities like displays and signage.
• Uphold operational standards for inventory, productivity, and donation intake.
• Model Goodwill values: Serve, Lead, Include, Mentor, Excel.
• Participate in training sessions, meetings, and company events.
• Perform other duties as assigned and adhere to policies.

Skills

Microsoft Office

PowerPoint

Outlook

Written communication

Verbal communication

Basic math

Interpersonal skills

Customer service

Job description

Mission Contribution:

The Sales Supervisor supports the leadership and management of daily operations for the assigned retail store(s). This role contributes to profitability, operational efficiency, and adherence to company standards while promoting training and development opportunities for team members. The Sales Supervisor collaborates with store leadership to drive sales growth, deliver world-class customer service, and achieve organizational objectives.

Summary:

Under the general supervision of the Store Manager and Assistant Store Manager, the Sales Supervisor assists in overseeing the daily operations of the assigned retail store(s), ensuring efficient performance, profitability, and alignment with company goals. Responsibilities include supporting staff management, maintaining compliance with policies and procedures, and fostering a welcoming and productive environment for customers and employees. Work is performed with latitude for independent judgment and action within the framework of Goodwill's policies and procedures.

Essential Functions:

1. Greet and assist customers and donors, ensuring prompt and courteous service within 10 seconds of entry.
2. Lead, train, and coach team members in daily retail operations, including cashiers, production staff, and donation attendants, to support efficiency and adherence to company procedures.
3. Oversee accurate pricing, sorting, and rotation of merchandise to maintain store and production standards.
4. Monitor and ensure the proper processing of donations, including categorization, pricing, and timely movement to the sales floor or storage.
5. Demonstrate the principles of DURT (Donor Urgent Response Team) with every donor interaction, ensuring world-class customer service and utilizing the DURT Alert system as needed.
6. Maintain a clean, organized environment across the sales floor, production area, and donation intake area through regular cleaning, stocking, and merchandise rotation.
7. Assign and manage cash drawers, ensuring cashier balancing procedures comply with Goodwill's cash handling policies.
8. Schedule and coordinate team member breaks to ensure continuous floor coverage.
9. Track and analyze daily sales metrics and production goals, reporting any discrepancies to management.
10. Complete daily operational reports, including cash register transactions, donation volumes, and production output.
11. Enforce compliance with Goodwill's policies, including cash handling, donations, and employee conduct, escalating violations to management promptly.
12. Act as a coach leader, supporting team members to reach their full potential by providing guidance, mentorship, and encouragement.
13. Participate in interviews, provide input on hiring recommendations, assist with onboarding, and support recruitment efforts to attract and retain top talent under the guidance of the Store Manager.
14. Assist in implementing corrective actions, identifying performance issues, supporting improvement plans, and ensuring adherence to policies and procedures.
15. Conduct regular safety checks on equipment and immediately report hazards or injuries.
16. Train team members on safety protocols for merchandise handling, donations, and customer interactions to ensure adherence to safe work practices.
17. Implement and oversee security measures to prevent theft and manage cash receipts securely.
18. Address customer and donor inquiries, resolve concerns, and ensure high levels of satisfaction across all store operations.
19. Assist with promotional activities, such as setting up displays, posting signage, and communicating offers to customers.
20. Uphold Goodwill's operational standards for inventory management, productivity, and donation intake, following company-wide best practices.
21. Model and promote Goodwill's core values: Serve, Lead, Include, Mentor, and Excel.
22. Participate in training sessions, meetings, and company-related events as required.
23. Perform other duties as assigned by management.
24. Adhere to all Goodwill policies and procedures.

Minimum Qualifications:

• Basic computer skills and experience with Microsoft Office, PowerPoint, and Outlook.
• Strong written communication skills with the ability to effectively read, write, and create reports and professional business correspondence.
• Effective verbal communication skills, including the ability to present information clearly and respond to questions from supervisors, team members, and customers.
• Basic mathematic skills, including the ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals.
• Interpersonal skills to develop and maintain effective working relationships with supervisors, team members, and diverse internal and external customers.
• Positive and friendly attitude, contributing to a collaborative work environment and enhancing team morale.

Required Certificates, Licenses, Registrations, Experience:

• Must be able to successfully complete any assigned Goodwill training within the required period of time upon employment.
• Ability to complete and maintain first aid and CPR certification.

Special Requirements:

• Must provide a cell phone for specified work responsibilities, including the use of a phone-based application for authentication.
• Flexible availability to meet the business needs required, which can include weekends, evenings, and holidays.
• Must be available to open the store at least twice per week and close the store at least twice per week, ensuring all tasks are completed on time. This includes a minimum of four days per week covering both opening and closing 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 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.

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