Front-End Supervisor

Job Summary

The Front-End Supervisor supports daily retail operations by promoting excellent customer service, efficient front-end operations, and a welcoming shopping environment consistent with HOT Goodwill's mission and values. This role provides leadership and guidance to retail associates and program participants while supporting operational standards, cash handling procedures, merchandising presentation, and team accountability.

Store Level Assignment

Front-End Supervisor levels (FES 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.

Key Responsibilities

The following duties are representative of the essential functions of this position. Additional duties may be assigned as operational needs require.

Customer & Donor Experience

• Ensures excellent customer service is consistently provided to shoppers and donors by fostering a clean, welcoming, and supportive store environment.
• Coaches retail staff to consistently demonstrate customer service standards, including greeting customers, offering assistance, and expressing appreciation to donors and shoppers.

• Effectively communicates with customers, donors, employees, and program participants using tact, professionalism, and courtesy.

• Supports a positive and mission-focused shopping experience consistent with HOT Goodwill's values.

Front-End Operations & Cash Handling

• Accurately performs register transactions and front-end operational procedures including opening and closing registers, verifying start funds, preparing deposits, and maintaining accurate cash controls.
• Ensures tills, deposits, and company assets are properly secured in accordance with company policies and procedures.
• Performs cash pickups and front-end operational support as needed.
• Maintains proper cash controls in accordance with company operational standards and procedures.

Store Operations & Merchandising

• Supports efficient product flow from production to the sales floor to maintain store presentation and operational standards.
• Ensures merchandise rotation, recovery, fitting room organization, and front-end cleanliness standards are consistently maintained.
• Assists in maintaining merchandising standards, organization, signage, and overall store appearance.
• Helps identify operational concerns and communicates opportunities for improvement to store leadership.
• Safeguards company equipment and property, including donated goods. Reports incidents involving damage, misuse, theft, fraud, waste, or unauthorized possession of company property.

Team Leadership & Workforce Support

• Supports the training, coaching, and daily guidance of retail associates and program participants in partnership with store leadership.
• Provides feedback to store leadership regarding employee performance, customer service, and operational effectiveness.
• Models professionalism, accountability, and respectful leadership in all interactions with employees, customers, donors, and community members.
• Works various shifts, including weekends, as assigned.

Compliance & Reporting

• Completes assigned reports, records, and operational documentation accurately and in a timely manner.
• Communicates effectively and appropriately with all levels of store leadership.
• Performs other duties as assigned consistent with the needs of the store and HOT Goodwill's organizational goals.

Supervisory Duties

In the absence of the Store Manager and Assistant Store Manager, the Front-End Supervisor serves as the leader on duty for sales floor operations and supports the continued success of the store team and customer experience.

Leadership Competencies

Leadership Competency

Team, Departmental, Corporate Leader

OUR TEAM

Emotional Maturity and Respect

Thinks about how their actions affect others and acts accordingly. Manages 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 and with consistency.

Capacity for Change and Innovation

Open to new ideas and ways of doing things; contributes ideas collaboratively to improve processes or programs.

Interpersonal Skills

Builds relationships and works well with others; listens to understand and responds appropriately.

Commitment to Development and Empowerment of Self and Others

Completes required training and pursues continuous growth on the job; supports others in becoming self-sufficient and reaching their potential.

OUR COMMUNITY

Commitment to Goodwill's Mission, Vision, and Values

Actions are consistent with Goodwill's Mission, Vision, and Values. Reinforces mission and values with team members and the community.

Commitment to Diversity, Equity, and…