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About the Role
The Sales Floor Manager is accountable for the overall management and direction of the day-to-day functions of the sales floor. This role upholds company standards, monitors customer and donor needs, and ensures fast, accurate, and friendly service at cash registers, on the retail floor, and at point of donation.
Responsibilities
- Ensures store performance meets financial targets and key metrics.
- Monitors and sets the pace of work.
- Understands company objectives and local market potential.
- Inspects sales floor for shop-ability and merchandising standards.
- Ensures a positive customer/donor experience.
- Responsible for dressing room and bathroom cleanliness.
- Leads the generation of new Goodwill Rewards Program.
- Prioritizes and directs team member activity.
- Schedules supervisors and team members to meet customer/donor demand.
- Assesses the sales floor and directs team member activity to ensure standards are met.
- Informs team members of operating plan targets and progress.
- Monitors sales, items sold, and operations labor hours to ensure efficiency.
- Identifies and resolves sub-standard departments or categories.
- Receives and responds to customer questions, requests, and complaints.
- Processes exchanges, special customer needs, and team member purchases.
- Delivers a positive customer/donor experience by setting examples and coaching customer service expectations.
- Actively engages with customers to gather feedback for improvements.
- Implements sales and marketing promotions and programs.
- Maximizes sales performance through proper rotation, pricing, display, signage, promotions, and inventory.
- Meets or exceeds sales goals consistently.
- Assists the Store Manager in managing the store budget, including payroll.
- Achieves processing goals, generates revenue, and controls expenses.
- Ensures proper cash management and enforcement of cash register procedures.
- Submits required reports.
- Checks daily reports and receipts.
- Ensures daily pick-ups and deposits at the designated bank.
- Monitors customers to limit/prevent losses.
- Ensures compliance with bag policies, potential ticket swapping, and theft prevention.
- Determines potential needs on the sales floor, including greeters and receipt review at the main entrance.
- Maintains a safe work environment through education and consistent follow-up.
- Ensures policies and procedures are adhered to.
- Partners with the Store Manager on safety issues and solutions.
- Protects company assets and information.
- Manages cash and tender controls.
- Performs morning accounting and banking procedures.
- Ensures supervisors are trained to execute accounting and banking procedures.
- Promotes loss prevention awareness by upholding procedures.
- Ensures store and surrounding premises are kept clean and free of safety hazards.
- Ensures safety, health, and emergency procedures are understood and followed.
- Ensures staging area is utilized for merchandise to be hung on the sales floor.
- Ensures empty racks are removed from the sales floor immediately.
- Keeps all areas free of clutter and unobstructed.
- Instructs staff to keep the sales floor free of hangers and other trip hazards.
- Secures sharp objects.
- Ensures breakable objects are handled carefully and displayed properly.
- Ensures ice melt is spread on sidewalks and pathways during slippery conditions.
- Prepares and submits work orders for safety concerns.
- Ensures suspicions or allegations of fraud are reported and investigated.
- Ensures the store is opened/closed daily as per scheduled hours.
- Ensures proper operation of security and safety systems.
- Conducts quarterly fire drills and internal safety inspections.
- Leads, directs, and supervises supervisors and retail sales floor team members.
- Interacts, trains, coaches, and counsels supervisors and team members.
- Provides recognition and candid feedback.
- Addresses complaints and solves issues.
- Identifies and develops high-potential team members for supervisory and management positions.
- Fulfills Store Manager responsibilities and oversees the entire store in their absence.
- Assists the Store Manager in interviewing, hiring, training, and directing store personnel.
- Maintains positive morale of the work force.
- Plans, assigns, and directs work for employees and community service workers, volunteers, and work crews.
- Carries out supervisory responsibilities in accordance with agency policies and applicable law.
- Assists the Store Manager in scheduling employees for adequate coverage.
- Ensures proper adherence to Goodwill of Southern New England policies and procedures.
- Reports infractions or unusual situations to the Store Manager.
- Completes store reports accurately and in a timely manner.
- Performs bank transactions necessary to store operations.
- Performs other related duties as required or directed.
Requirements
- Must have attained 18 years of age.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before individuals or groups of customers or employees.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and volume.
- Ability to apply common sense understanding to carry out instructions.
- Ability to deal with problems involving several concrete variables in standardized situations.
- Ability to reason, make decisions, and use independent judgment.
- Sufficient knowledge of bookkeeping and accounting principles.
- General knowledge of Microsoft Office (Excel, Word, Outlook).
- Good working knowledge of or ability to recognize and learn the value of brand name apparel and other merchandise.
- Must exhibit a high level of integrity and business ethics.
- Regularly required to stand, walk, and talk or hear.
- Frequently required to use hands to finger, handle, or feel and reach with hands and arms.
- Occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl.
- Frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 100 pounds.
- Regularly required to push crates (on wheels) that may weigh up to 600 pounds.
- Assists customers when unloading donations from their vehicle and carrying purchases to their vehicle.
- May be required to assist customers with handling large and heavy items.
- Required to place large objects on the sales floor for display or in a crate or cart for disposal.
- Specific vision abilities required include close vision, distance vision, and color vision.
- Possess dexterity for complex hand-eye tasks, including keyboarding, writing on documents/forms, merchandise & pricing inspection.
- Continuously needs to hear and verbally communicate.
- May sometimes be required to drive to the bank.
- Will periodically be required to drive to meetings or other stores.
- Protective eyewear must be worn at all times while preparing cleaning solution and dispensing fluid.
- Protective gloves (cloth/leather) and protective eyewear must be worn at all times while using push-stick.
- Subject to temporary re-assignment or transfer to other locations.
- Occasionally exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; and risk of electrical shock.
Skills
- Sales floor management
- Customer service
- Donor relations
- Cash register operation
- Merchandising
- Team leadership
- Scheduling
- Performance monitoring
- Budget management
- Cash management
- Loss prevention
- Safety management
- Supervision
- Training
- Coaching
- Conflict resolution
- Interviewing
- Hiring
- Bookkeeping
- Accounting principles
- Microsoft Office Suite (Excel, Word, Outlook)
- Merchandise valuation
- Integrity
- Business ethics
- Physical stamina
- Lifting
- Pushing heavy objects
- Dexterity
- Hand-eye coordination
- Verbal communication
- Active listening
- Driving
Location
- Goodwill Southern New England territory
Work Type
- Full-time
- Onsite
Experience Level
- Minimum of one year related experience in sales floor supervisor, cashier supervisor, customer service management, or retail management
- Or combination of specialized training or post-secondary education in a related field and retail experience
Education Level
- High School diploma or general education degree (GED)
Salary/Compensations
- $17.72 - $23.74/Hour
- $18.50/Hour
Benefits
- Referral bonuses
- Retirement plan contributions
- Tuition reimbursement
- Gym reimbursement
- Emergency assistance funds
- Paid time off
About the Company
- Goodwill Southern New England
Equal Opportunity
- Equal Opportunity Employer