ESSENTIAL EXPECTATIONS
Customer Service Expectations
Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.
Diversity, Equity, And Inclusion Expectations
Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.
Safety Expectations
At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.
POSITION EXPECTATION
Position Summary
The Lead Processor assists the Store Management Team with the essential support in overall operations, excellent customer service and sales floor functions.
Responsibilities
Ensures quality customer service is presented and provided by team members in a timely and courteous manner to all customers, donors, and other team members.
Directs store Merchandise Processors in daily duties such as attaching price tags to clothing, wares, and cleaning wares to meet preset production and sales goals for the store.
Assists, while demonstrating flexibility, in the overall daily operations within the store.
Communicates with the Store Management Team the needs of the Central Warehouse to ensure production and sales goals are met.
Follows all policies in the production manual.
Collects all found money and donated jewelry and hands in daily to the manager following all necessary processes. Jewelry is sent back to E-Commerce.
Ensures store and surrounding premises are kept clean and free of safety hazards, and safety procedures are understood and followed by all team members.
Ensures Merchandise Processors’ workstations are stocked with approved supplies and product.
Assists management staff with Quality-Quantity-Price (QQP) checks.
Ensures all Merchandise Processors complete floor work each day for a minimum of one hour or as directed.
Assists in any other projects or tasks as determined by management.
Core Competencies
Job Knowledge
Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols.
Dependability
Meets deadlines and works autonomously. Focused, punctual, and maintains consistent
attendance. Accountable and can be relied upon during challenging and unexpected
situations.
Service Oriented
Supports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills. Establishes and maintains effective relationships. Meets quality standards and evaluates customer satisfaction and results.
Teamwork
Works collaboratively and respectively with others and is sensitive to team member
engagement. Communicates openly seeking and providing support. Shares knowledge,
provides assistance, and contributes well as a leader, facilitator, or participant. Accountable
to team.
Job Specific Competencies
Initiative
Proactively evaluates, selects and takes action to solve current and potential problems. Meets objectives with a sense of urgency. Identifies new opportunities before being asked.
Productivity
Effectively problem solves while managing workload and time. Work produced in an accurate, consistent manner. Prioritizes and efficiently meets goals, objectives and deadlines. Assists others to ensure productivity. Makes a meaningful difference.
Quality Focused
Strives for excellence. Organized, methodical, accurate and thorough. Understands scope of responsibility. Improves performance and outcomes. Problem solves and manages time restraints. Maintains the highest level of product and customer experience. Develops and implements best practices and accreditation standards.
Results Oriented
Defines and exceeds goals with resolve and ingenuity. Designs and implements plans. Possesses Vison and identifies steps for achievement. Ambitious and goes above beyond expectations. Assesses and revises strategies based on outcomes.
Education, Experience and Requirements
Required
Proven reliability in meeting attendance expectations
Ability to follow verbal instructions and work as part of a team
Must be able to continuously perform repetitive work, at a set pace.
Must possess strong interpersonal skills with excellent communication skills.
Exhibits a high level of integrity and business ethics.
Exhibits a level of adaptability and flexibility.
Preferred
High school/ GED completion preferred.
Minimum of one to two years of supervisory retail experience preferred.
Bilingual (English and Spanish) a plus.
Environmental Factors
Duties will be conducted at the Retail Stores, Central Warehouse, or other assigned Goodwill locations where no cooling or heating will be available. Exposure to extreme heat, cold, dust, animal hair, and sometimes humidity.
Physical Factors
Must be able to lift, carry, push, and pull a minimum of 50 pounds.
Must be able to tolerate prolonged standing, walking, reaching, stooping, lifting, pulling, bending, and kneeling.
