Description

PURPOSE:

To sell merchandise offered by the Goodwill Store to individuals through the use of exceptional customer service, display techniques, knowledge of the quality, characteristics, and merit of the merchandise and approved sales techniques.

ESSENTIAL FUNCTIONS:

• Customer Service.
  • Promote a friendly and welcoming environment for all customers at all times.
  • Project a friendly, positive, and professional demeanor throughout the work day.
  • Greet all customers as they enter the store in a positive and professional manor.
  • Treat all customers equally with respect and kindness.
  • Maintain a positive, team oriented relationship with fellow associates and supervisors.
  • Actively greet and engage all customers while performing work duties.
  • Assist customers in determining location and selection of desired merchandise.
  • Immediately cease all work duties to assist customers.
  • Answer all phone calls promptly and in a pleasant and professional manner while using the approved script.
  • Maintain store cleanliness, organization, and sizing in order to promote a pleasant and safe shopping experience for all customers.
  • Actively strive to resolve all customer concerns, complaints and conflicts while maintaining a positive and friendly attitude. Seek supervisor assistance if unable to personally resolve issue.
  • Consistently monitor customer checkout times and provide prompt aid to appropriately expedite transactions.
  • Process friendly, efficient, and accurate cash register transactions while focusing exclusively on the customer.
  • Count change back to every customer.
  • Thank every customer for their purchase and their support of the Goodwill Mission
• Possess an understanding of and a commitment to the Goodwill Mission.
• Demonstrate effective communication of the Goodwill Mission to customers, ether verbally or through Mission related literature or messaging.
• Dress appropriately in accordance with Goodwill dress code.
• Must be able to work with people of all abilities.
• Displays merchandise in the correct manner.
• Ability to distinguish colors, in order to assist customers in coordinating merchandise, and to arrange displays.
• Make customers aware of reasons to buy items such as; quality, style, usefulness and condition.
• Timely and efficient stocking of clothing/wares etc.
• Prepares merchandise for proper stock rotation.
• Promote safe conditions for all customers and staff and perform proper fire safety procedures.
• Promptly report any accidents/incidents and unsafe conditions or actions to a supervisor.
• Monitor constantly for any suspicious customer or associate behavior and promptly report any instance of theft to a supervisor.
• Assists management with the training of volunteers/trainees.
• Assist in loading/unloading of Goodwill truck.
• Prepares required daily sales reports.
• Makes daily bank deposits.
• Must be able to stand for long periods of time, use hands to finger, handle, or feel; reach with hands and arms; push or pull.
• Must be able to occasionally sit, kneel, stoop, throw, turn and twist body.
• Must be able to regularly lift up to 25 pounds and occasionally lift and/or move up to 50 pounds.
• Cross train in other areas as needed.
• Other related duties as directed by the Store Manager/Assistant Manager.

DUTIES AND RESPONSIBILITIES:

• Follows the policies and procedures and special instructions set down by the President and C.E.O. of Goodwill Industries, Vice President of Retail Operations, Senior Sales Manager and Store Manager/Assistant Manager.
• Investigates and reports unsatisfactory conditions in the store to the Store Manager/Assistant Manager and/or Senior Sales Manager and/or Director of Retail Operations and/or Vice President of Retail Operations. Being sure to follow the chain of command.
• Reports customer complaints to the Store Manager/Assistant Manager and/or Senior Sales Manager and/or Director of Retail Operations and/or Vice President of Retail Operations. Being sure to follow the chain of command.

RELATIONS:

• Works under the direct supervision of the Store Manager/Assistant Manager and also works under the direct and/or indirect supervision of the Senior Sales Manager, Director of Retail Operations, Vice President of Retail Operations and President and C.E.O. of Goodwill Industries.
• Assists Store Manager/Assistant Manager in directing and instructing helper/trainees to sell and display merchandise, and to perform normal duties of a Goodwill Industries Sales Clerk.
• With the Sales Management Department: Follows instructions, both verbal and written and seeks guidance when needed. Keeps Store Manager/Assistant Manager informed of significant events and trends concerning the Sales Clerk’s job activities.
• With the Store Manager: Follows instructions, both verbal and written. Keeps Store Manager/Assistant Manager informed about any problems and suggestions concerning the store. Keeps Store Manager/Assistant Manager informed about events and trends concerning the Sales Clerk’s job activities and also assists the Store Manager/Assistant Manager in all aspects of operating the Goodwill Store properly.
• With Helper/Trainee: Stresses the importance of proper conduct and appearance when exposed to the public and seeks ways to improve their work proficiency. Will stress to the helper/trainee the importance of neatness, accuracy, and self-discipline. Will guide the helper/trainee to conduct themselves in a manner in which will produce positive public opinion.
• With the General Public: Is responsive to customer interests and reactions such as complaints and suggestions received and takes corrective action promptly and decisively. Is particularly careful of public opinion and the manner in which the conduct of helper/trainee and the appearance and the operation of the store affect such opinions.

STANDARDS FOR MEASURING PERFORMANCE:

• Degree to which standards of customer service are achieved.
• The manner in which the individual performs the duties of a Goodwill Sales Associate.
• Sales achievements on a daily and weekly basis.
• The understanding of and commitment to the Goodwill Mission.
• The level and awareness of the needs and the problems of the store and the ability to communicate those factors to the Store Manager/Assistant Manager and/or Senior Sales Manager and/or Vice President of Retail Operations.
• The ability to meet deadlines.
• The manner in which the individual responds to special requests of the Store Manager/Assistant Manager and/or Senior Sales Manager and/or Vice President of Retail Operations and/or President and C.E.O. of Goodwill Industries.
• The level of self-motivation and enthusiasm demonstrated by the Sales Associate.
• The manner in which the individual reflects his/her overall personal appearance both in following of the Goodwill dress code and personal hygiene.
• Degree to which standards are reached.
• Degree to which respect and confidence of co-workers is established.
• Quality, quantity, and timeliness in the performance of assigned tasks.
• The manner in which one’s conduct reflects the high standards of morals and integrity expected of all Goodwill associates.
• Ability to meet deadlines and respond to special requests and the desires of management.
• The above statements reflect the general duties considered necessary to describe the principle functions of the job as identified and shall not be considered as a detailed description of all the work requirements that may be inherent in the job.

Qualifications

QUALIFICATIONS:

• High school graduate or equivalent preferred, but on-the-job training is provided.
• Must possess and consistently demonstrate the ability and willingness to utilize excellent customer service skills.
• Must have good work habits such as acceptable attitude and punctuality and must respond appropriately to supervision.
• The understanding of how to approach a customer, ability to demonstrate merchandise to shoppers, basic knowledge of fashion, style, color, quality and the use of accessories.
• Also the basic knowledge of household goods, merit, purpose, awareness of the community and the buying habits of residents.
• Must be able to adapt to a potential high volume/high stress situation.
• Must possess adequate physical endurance to work at industrial standards and must be able to lift up to 25lbs unassisted, 50lbs assisted.