Thrift Store Key Holder

Goodwill Industries of Greater New York and Northern New Jersey; Baldwin Place (NY); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Generous time off policy

Health, wellness and financial resources

Retirement matching programs and contributions

Transit and commuter benefits

Job summary

Goodwill Industries of Greater New York and Northern New Jersey is looking for a retail supervisor to lead a high-performing customer service-oriented team. In this role, you'll ensure excellent customer experiences and manage team development while driving operational success. You should have at least 1 year of supervisory experience in retail and strong interpersonal skills.

This position offers a generous benefits package, including robust health benefits and a retirement matching program, promoting a diverse and inclusive work environment.

Qualifications

• Minimum 1+ year experience in retail store supervisory required.
• High School Diploma, equivalent, or combination of education and relevant experience required.
• Strong interpersonal and communication skills with customers and colleagues.

Responsibilities

• Lead a high performing customer first oriented team.
• Resolve all customer complaints and issues quickly and efficiently.
• Assist in recruiting, training, and developing the team.

Skills

Customer service

Team leadership

Problem-solving

Interpersonal skills

Communication skills

Education

High School Diploma

Job description

Goodwill Greater New York and Northern New Jersey (GWNYNJ) believes that the power of work and sustainable fashion is how we unlock the good in our communities. For over 100 years, we have helped people get jobs, stay employed, and progress in careers across New York and Northern New Jersey. We believe that diversity drives innovation and strengthens our workplace. We are committed to fostering an inclusive environment where all employees feel valued, respected, and empowered to contribute fully.

The Awesome Things You’ll Do

• 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. Manage customer flow to ensure the best possible experience and that every customer is engaged.
• 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.

Activities are subject to change / be added to meet business needs with management approval.

Some Benchmarks

Customer Service

• Verbally great customer and offer assistance within 30 seconds.
• Inform all customers of weekly sale color and newly produced color, make announcement every 15 minutes.
• Offer customer a shopping cart or basket while in the store.
• Keep sales floor and fitting rooms clean and free of clutter, hangers and clothes off the floor.
• Answer the phone in a professional manner.

If Stationed On The Register

• Greet all customers with a warm greeting, a smile, eye contact, positive attitude ask each customer if they are a Goodwill Rewards Member, if not, discuss benefits and offer to enroll the customer ask each customer to Round Up their purchase and discuss our Mission.
• Thank each customer for their purchase, hand them the receipt, invite them back to the store.
• Keep register area clean and free of clutter.
• Round Up goal = 43%.

If requested to work production, the benchmarks are as follows:

• Empty Z rack = 15 min (85 pieces)
• Empty grey cart of wares = 15 min (35 pieces)
• Empty grey cart of shoes = 15 min (35 pieces)
• Sort: 1 blue bin = 1 hour Hang: 2 racks = 1 hr (170 pieces)
• Tagging: 15 min per z rack (4 z racks an hour, 340 pieces)
• Wares: 1 hour = 2 grey cart of wares (70 pieces/hr)
• Shoes: 1 hour = 2 grey cart of shoes (70 pieces/hr)
• Textiles: 2 hours = 1 complete rack of textiles

Benchmarks are subject to change to meet business needs with management approval.

Our Must Haves

• Minimum 1+ year experience in retail store supervisory required.
• High School Diploma, equivalent, or combination of education and relevant experience required.
• 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.
• See Attached Physical Demand Analysis.

Special Working Conditions

• Report all employee relation issues in a timely and effective manner, partnering with the Store Manager and HR when necessary.
• Assist the Store Manager to recruit, train, and develop team ensuring all positions are filled in a timely manner with qualified candidates.
• Continually provide feedback to the Store Manager on employee level of proficiency in their role and support with training and development.
• Assist in ensuring the integrity of staff’s time and attendance.
• Ensure Dress Codes and Uniforms are always professional, reflective of Brand image and always adhered to.
• Enforce all company policies and procedures, standards of operations and support leadership team.

What We Offer

• Generous Time off policy to use when you need it.
• Health, wellness and financial resources to help you achieve our personal goals.
• Robust health benefits including medical, dental, vision, parental leaves and company sponsored life insurance.
• Retirement matching programs and contributions.
• Transit and commuter benefits.

We believe in creating space for everyone to do their best work and have individual and collective impact. We believe in challenging the status quo and setting ambitious goals in the name of doing more good. Even if you don’t think you meet all the qualifications listed for the job, we would love to hear from you!

If you require a reasonable accommodation at any point in the application or interview process, or if you are unable to apply through our recruitment portal, please contact us at [e-mail]. We are happy to assist and ensure you have an equal opportunity to apply.