Retail Donor Specialist - Materials Handler Associate

Job Location

Hermitage

Job Summary:

The Retail Donor Specialist - Materials Handler Associate supports Goodwill’s donated goods operations by delivering an exceptional donor experience while safely receiving, handling, and moving donated merchandise through backroom operations, including the Donation Express Center (DEC). This role is responsible for donor engagement, material handling, trailer loading, and maintaining efficient workflow to support production and store replenishment.

Under the direction of the store leadership, this role balances donor service, safety, productivity, and accuracy in a fast paced, high-volume environment. The Retail Donor Specialist - Materials Handler Associate operates in alignment with Goodwill’s mission of Changing Lives through Education, Training, and Employment and upholds the values of Teamwork, Respect, Uprightness, and Empowerment.

Job Description

Essential Functions

Donor Experience

• Consistently deliver the GREAT donor experience by Greeting donors promptly, offering donation Receipts accurately, providing Excellent Service, Assisting donors as needed, and Thanking donors sincerely for their support.
• Greet donors professionally and courteously, creating a welcoming and positive first impression at the donation site.
• Receive donated goods in accordance with established donation acceptance, safety, and operational guidelines.
• Provide basic donor information as needed, including donation procedures and Goodwill’s mission impact.
• Assist donors with unloading, directions, or questions to ensure a safe, efficient, and positive donation experience.
• Manage donor flow to maintain safety, efficiency, and a customer‑friendly environment during peak donation periods.

Material Handler & Backroom Operations

• Support efficient donated goods operations through safe, accurate handling and movement of donated merchandise within backroom operations and donation areas.
• Maintain consistent material flow to support processing, production, and store replenishment needs in a high‑volume environment.
• Load, unload, and stage donated goods, including trailers and trucks, in accordance with safety and operational standards.
• Operate material handling equipment, including forklifts and pallet jacks, as trained and authorized.
• Ensure backroom, staging, equipment, and trailer areas are organized, clean, and operationally ready to support daily workflow.
• Perform routine housekeeping to maintain a safe, orderly, and efficient work environment, including keeping work areas free of hazards.
• Follow all safety guidelines, housekeeping standards, lifting practices, and operational procedures to support a safe and productive workplace.

Safety & Operational Standards

• Perform all duties in accordance with Goodwill’s safety policies, procedures, and operational standards.
• Use proper lifting techniques and safe work practices to prevent injury and protect donors, team members, and donated goods.
• Maintain awareness of surroundings and report safety hazards, equipment concerns, or operational issues promptly to leadership.
• Support a culture of safety, accountability, and continuous improvement within backroom operations.

Schedule & Flexibility

• Maintain a flexible schedule, including evenings, weekends, and holidays, based on business needs.
• Perform other duties as assigned to support donor experience, backroom operations, and overall store performance.

Minimum Qualifications

Required Skills

Education

• High School Diploma or equivalent preferred.

Experience

• Previous experience in retail, donation intake, production, warehouse, or customer‑facing roles preferred, but not required.

Knowledge and Skills

• Ability to balance positive donor interactions with operational and backroom responsibilities throughout the workday.
• Ability to follow established operational standards, workflows, and safety procedures consistently.
• Ability to work safely and accurately in a fast-paced, high-volume environment.
• Ability to stand, walk, bend, lift, and move donated goods as required.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.

Preferred Education / Experience / Knowledge & Skills / Certifications & License

• High school diploma or equivalent preferred.
• Experience in fast-paced, high-volume, quota/production or warehouse environments with strong service, productivity, accuracy, and quality expectations preferred.
• Experience supporting donors/customers in a community-facing role while performing donation processing, material handling, or backroom operations preferred.
• Prior nonprofit or mission-based retail experience is a plus.
• Bilingual language skills preferred.