Customer Experience Team Leader

Description

Goodwill Industries of North Central Wisconsin is a nonprofit organization that exists to provide opportunities to people with disabilities and disadvantages. As a nonprofit, we use donations and shopping purchases to fund job training and more to make a life-changing impact on the people we serve throughout 35 counties in Wisconsin. The work we do is focused on advancing our mission of Elevating People by Eliminating Barriers to Employment. Discover the difference you can make for yourself and neighbors in your community.

While receiving guidance from Store Team Leader, the Customer Experience Team Leader (CETL) will seek to Elevate People by Eliminating Barriers to Employment through leading people and managing processes in the area in which he or she is assigned.  Own the business by maintaining a value driven environment and championing organizational goals and metrics, including a focus on the customer experience.  Serve as a positive role model for team members by demonstrating all Goodwill NCW values and a can-do attitude. 

Key Responsibilities

1. Provide day-to-day leadership to team members that report to this role, typically customer support team members, as well as provide leadership support to overall operations.
2. Ensure a highly positive customer experience by greeting and positively interacting with customers and donors, and handling questions and complaints.
3. Support recruitment and selection process by effectively interviewing and selecting applicants as needed and help support a diverse and inclusive work environment.
4. Drive sales and supporting production initiatives, programs and services.
5. Understand, support and carry out accountability action and performance discussions with team members, including both positive reinforcement and constructive feedback to help with continuous development of the Goodwill NCW team.
6. Ensure all team members are trained and up-to-date in required Goodwill training sessions, required safety programs and on-the-job training experiences.
7. Help Goodwill NCW safeguard our assets by ensuring asset protection and safety programs are within Goodwill established standards for people’s safety and is responsible for security system.
8. Lead the process of merchandising and displays that meet sizing, signing, new goods, checkouts, in stock position, and pricing standards.
9. Manage a broad range of store activities including retail operations tools and checklists to be able to identify, organize, and prioritize with delegation of duties when applicable.
10. Establish and maintain a relationship with the production team leader (PTL).
11. Effectively communicate with leadership team, program participants, Campus, Shiner Center, community members and customers and provide feedback or escalate concerns as appropriate.
12. Utilize financial reports to analyze and drive results.
13. Completes required tasks and paperwork within established timelines such as sales and productivity, programs and services, people function, safety and asset protection.
14. Assist in the maintenance of Goodwill assets including the overall buildings (inside and outside), all merchandise, fixtures, signage, parking facilities, etc. located on the premises. 

Benefit Notes:

All team members are eligible for:

1. Retirement plan
2. Paid time-off
3. Team member assistance program
4. Health and wellness programs
5. Team member discount card

In addition, full-time team members (30 hours or more per week) are eligible for:

1. Health insurance
2. Dental insurance
3. Life insurance plan
4. Optional dependent life insurance
5. Short- and long-term disability plans
6. Flexible spending plan
7. Team member assistance program
8. Educational assistance program

Qualifications

Education, Skills and Experience

1. Minimum of 1 year of retail leadership experience
2. Knowledge of the function and basic tasks of each area of the store
3. Ability to open and close the store
4. Strong attention to detail and communication skills
5. Outstanding customer service skills
6. Willingness to jump in and help where needed
7. Ability to operate a cash register
8. Experience of at least an intermediate to high level of competency with Word, Excel, PowerPoint and Outlook is needed

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must be physically able to work with customers on the sales floor for long periods of time.
• Must be able to lift up to 50 pounds and do truck unloading and loading as needed.
• Extensive team member contact and frequent interruptions.
• Ability to stoop, bend, kneel, crouch, reach, twist, lift, carry, push, and/or pull light to moderate amounts of weight.
• Operate cash register requiring repetitive hand movement and fine coordination. 
• Travel to other locations may be required.
• Verbally communicate to exchange information.