Outlet Customer Service Floor Supervisor

Goodwill NYNJ 

Job Description

POSITION TITLE: Outlet Customer Service/Floor Supervisor 

REPORTS TO: Outlet Store Manager

Our Mission 

Goodwill Industries empowers individuals with disabilities and other barriers to employment to gain independence through the power of work. The first Goodwill in the New York Metropolitan area originated in Brooklyn in 1915. Over 100 years later, we’re helping more than 45,000 people a year — through our 40 stores and 57 programs - to more fully and independently participate in society.

Overview

The Outlet Customer Service/ Floor Supervisor is responsible for supporting the Outlet Store Manager in the daily Front Operation of the Outlet and overall customer service experience. This includes to ensure that all office and Cash handling is in compliance with Goodwill Policy and Procedure.

He/she will demonstrate leadership by modeling the Goodwill NYNJ CARE service standards to elevate Outlet sales performance. This individual will help to train, develop and coach all Front-End Store associates/Outlet Specialists to achieve all set expectations. The Customer Service / Floor Supervisor can execute all operational functions to Brand standards and drive positive customer experiences in the absence of the Store Manager.

Key Responsibilities

• First and foremost, through front end leadership, ensure that operational policies and procedures are being properly carried out at the store level and customer satisfaction standards are being met within the Outlet
• Ensure the best possible experience and that every customer is engaged, and they receive the best possible service and the atmosphere is positive and safe.
• Ensure all Merchandise Rotations are executed smoothly, and the Outlet Atmosphere is positive and safe for all customers. (This includes crowd control and safety reinforcement)
•  (This includes crowd control and safety reinforcement)
• Meet and exceed customer expectations, driving positive sales growth and Brand experience by modeling the CARE service model.

• Ensure the Outlet selling floor is neat, clean, organized and always reflects the correct visual image. (including cash wrap and Outlet front entrance.)
• Participate in Outlet front end staffing, training and scheduling activities to ensure competent associates are hired to properly service our customers; communicate any issues to operations management.
• Provide regular coaching and feedback to Front associates regarding customer satisfaction and appropriate sales presentation to ensure desired operations results and metrics are understood and being met.
•  Provide positive feedback and appreciation to staff, to increase their engagement that may result in increased productivity.
• Develop and retain talented employees, by coaching in the moment and providing feedback to the Store manager to support training and development.
• Partner with the Outlet Operations team to ensure the execution of merchandise flow to the salesfloor and visual merchandising standards within the Outlet are met.  (This includes partnering with Senior Management on Strong Visual execution of the Showcase Program.)
• Coordinate with Specialists Team /Floor Associates to ensure that Outlet Salesfloor Is prepared for every merchandise rotation. (This includes recovery of the sales floor, and merchandise adjustments.)
• Proactively resolve customer concerns consistent with Company policy and focused on positive customer experience. Partner quickly with store leadership team on elevated customer issues.
• Capture customer data utilizing Company tools (POS), for the purpose of connecting with the customer, building relationships and personalizing future customer development opportunities.
• Perform sales transactions quickly and accurately in accordance with established cash control procedures and customer service guidelines.
• Drive Goodwill brand loyalty through knowledge of Goodwill Rewards program, consistently informing customers of the benefits of participation.
• Support store operations by maintaining loss prevention awareness. Be Aware of all Loss prevention on the front end. (This Includes Train /Develop Front End Staff to be sure that all items are checked out with accuracy. (Cart Checking, Line Busting) advising Senior management of any unusual activity.)
• Ensure that all Outlet office functions - including cash handling, store deposit paperwork, etc. - are being completed accurately and in a timely manner. (This includes all Audits being performed in accordance with Best Practice and GWNYNJ Policy and Procedure.)
• Understand and adhere to all company policy and procedures. (Lead by Example)
• Serve as floor leader or manager-in-charge during absence of Senior Outlet Store Managers
• Participate in open and close procedures
• Perform other duties and tasks as assigned by Store Manager. 

Key Requirements

• 1 years of retail sales or customer service experience. 
• 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 verbal and written communication skills 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.
• Ability to work a flexible schedule based on business needs which includes, evenings, weekends and holidays.
• Willing to be Forklift Certified 

Additional Qualifications

• High School Diploma or Equivalent preferred.
• Strong interpersonal and communication skills (verbal and written).
• Must be able to stand for long periods of time and able to push/pull up to 50lbs and lift 25lbs.
• Must have open availability and able to work holidays. Your schedule will be based on business needs.

Covid-19 Update - In alignment with New York City's decision to lift  the private employer vaccination requirements, effective November 1, 2022, Retail Employees in NYC are now exempt from submitting vaccination proof and/or no longer required of submitting proof of weekly PCR/Antigen(Rapid) testing if they have requested medical/ religious accommodation. Retail stores in NJ and Upstate continue to be exempt as per New Jersey and New York State Guidelines.