POSITION SUMMARY: The Front-End Supervisor assists in store operations by overseeing tasks related to excellent customer service, efficient register operations, and attractive merchandising. In the absence of the Store Manager and Assistant Store Manager, they are responsible for all aspects of running the sales floor. They provide leadership to associates, and performance expectations are higher based on additional knowledge, skills, and abilities. The Front-End Supervisor supports Goodwill’s Mission by efficiently generating the revenue that supports the various programs offered to the communities we serve.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The following duties are representative of the essential functions of the position. Other duties may be assigned as operational needs require.
- Ensures that each customer receives excellent service by providing a friendly and clean environment. Ensures that all aspects of excellent customer service (including greeting, offering assistance to, and showing appreciation for every customer) are consistently performed by retail staff, coaching when needed.
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Trains and may directly supervise retail associates and program participants. Provides input to store manager regarding employee performance.
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Accurately performs all basic register procedures (ringing up transactions, collecting payments, etc.) as well as manager functions, including opening, verifying start funds, closing and counting down registers, creating deposits, etc.
- Ensures tills and deposits are properly secured.
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Performs cash pick-ups as needed. Maintains proper cash controls in accordance with company policies and procedures.
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Completes necessary departmental and store paperwork.
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Ensures that product flow (from production to the sales floor) is operating smoothly. This includes product being quickly and correctly added to shelves, racks, etc.
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Ensures that product rotation (older product being removed from the sales floor) is consistently and accurately maintained.
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Ensures fitting rooms are properly maintained (clean, go-backs are put away promptly, etc.).
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Ensures that front end cleaning/organization tasks are completed to standard by all assigned staff.
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Works various shifts, including weekends as assigned.
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Ensures highest level of professionalism and uses best practices in the leadership of store personnel. Resolves minor personnel issues in a professional, effective manner.
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Safeguards company equipment and property, including donated goods. Reports any incident of damage, misuse, theft, fraud, waste, or unauthorized possession of company property.
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Communicates effectively and appropriately with all levels of store leadership.
Store Level Assignment
Front-End Supervisor levels (FE I & II) are determined by the volume, staffing, and operational complexity of the assigned store. All Front-End Supervisors are expected to perform the full scope of responsibilities outlined in this job description.
The assigned level reflects the scale and complexity of the store environment and aligns with established pay bands within the HRIS system. It does not represent differences in core job duties or decision-making authority.
Education and/or Experience, Technical Skills:
- Experience working with diverse populations.
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Ability to assist in daily store operations, including merchandising, inventory, and maintaining store standards.
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Experience coaching, guiding, and motivating team members to meet performance and customer service goals.
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Familiarity with company policies, safety procedures, and loss prevention practices.
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Strong customer service skills, including resolving issues and supporting a positive shopping experience.
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Capable of supporting management with scheduling, task delegation, and operational oversight.
Knowledge, Skills, and Abilities
- Ability to follow written and verbal instructions.
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Basic math skills (addition, subtraction, percentages, discounts, taxes, commissions).
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Ability to work independently and collaboratively.
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Strong customer service and communication skills; able to work effectively with a variety of individuals.
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Proficiency in completing assignments accurately and on time.
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Ability to read and interpret safety rules, operating instructions, procedural manuals, and reports.
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Ability to write routine reports and correspondence; speak effectively before groups of employees or customers.
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Ability to count money accurately and handle financial transactions.
Work Environment & Physical Demands
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Stand and walk up to 8 hours per day; frequent bending, twisting, reaching, and use of hands and arms.
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Lift and carry up to 30 lbs regularly; occasionally up to 50 lbs.
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Adequate vision (close and color) and manual dexterity required.
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Frequent talking and hearing required.
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Ability to follow instructions and perform job functions safely.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
Qualification Requirements:
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Must pass a drug screen.
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A criminal background check is required; consideration will be given to applicants with criminal histories in accordance with applicable law.
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A driver’s license check is required if approved to drive a forklift.
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Ability to perform all essential functions with or without reasonable accommodation.
Heart of Texas Goodwill’s Mission is to facilitate change through skills training and work opportunities. The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. Management may add to or change the duties of this position at any time.
Discrimination Reports:
It is the policy of Heart of Texas Goodwill to ensure equal employment opportunity in accordance with all state and federal regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age (40 years old or more), military status, or veteran status is illegal.
Heart of Texas Goodwill managers and employees will comply with state and federal equal employment laws, rules, regulations, and guidelines. Any employees who deliberately violate this policy will be subject to disciplinary action. Persons who believe Heart of Texas Goodwill has discriminated against them may file a discrimination complaint with the Compliance Officer. The Compliance Officer has full authority to manage issues involving employment discrimination.
Point of contact to file allegations of discrimination:
Compliance Officer
Location:1700 S New Road, Waco, TX 76711
Phone Number: 254-753-7337 ext. 450
Email Address: [email protected]
Leadership Competencies
Leadership Competency
Hourly / Non-Supervisory Leader
Emotional Maturity and Respect
Thinks how their actions make other people feel and acts appropriately. Tempers personal emotions and escalates sensitive issues to the appropriate level of management.
Integrity
Can be counted on and trusted; models professional ethics by acting honestly.
Capacity for Change and Innovation
Open to new ideas and ways of doing things; gives ideas collaboratively to improve processes or programs.
Interpersonal Skills
Builds relationships and works well with others; listens to understand and answers appropriately.
Commitment to Development and Empowerment of Self and Others
Completes required training and looks to grow on the job through continuous learning; becomes self-sufficient.
Commitment to Goodwill’s Mission, Vision, and Values
Actions are in line with Goodwill’s Mission, Vision, and Values.
Commitment to Diversity, Equity, and Inclusion
Works well with people that look and think differently.
Community and Service
Wants to help others and make a difference in the community.
Commitment to Excellence and Customer Service
Meets goals and gives outstanding customer service to customers, donors, and participants.
Business Acumen
Makes good choices. Effectively transfers learning from one situation to another.
Stewardship and Accountability
Takes care of company property. Takes responsibility and ownership of personal actions and outcomes.
