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Retail Customer Service Supervisor

Goodwill Industries of Central Florida is a large and diverse nonprofit organization. A career at Goodwill blends service with professional advancement - whether you aim to join retail, donor services, business services or professional administration, you’ll work with a team of dedicated individuals serving a common purpose: to get people with disabilities and other barriers employment “Building Lives That Work”.  


Under the direction of the Store Manager, responsible for assisting assigned store.  Major duties include assisting Store Manager in generating revenue and controlling expenses, supervision of front-end personnel, inventory and stock rotation of assigned areas and providing exceptional customer service to employees and customers.



  1. Assist in generating revenue and controlling expense budget for the store and staying within defined guidelines.  This would include ensuring that we have the appropriate number of cashiers scheduled to handle business for the day.
  2. Supervise the receipt of inventory, stock rotations, color rotations, scheduled markdowns, and transfer of stock in accordance with the Organization’s procedures within your assigned areas (Jewelry counter staffing & Merchandising).
  3. Ensures color rotation program is followed and maintained, and assists with textile color rotation per procedures in your assigned areas.
  4. Promote merchandise sales and assist in creating in store displays on toppers within your assigned areas.
  5. Ensure that cashiers are meeting the minimum expectation on Change Round Up.
  6. Ensure jewelry counter is staffed and merchandised appropriately at all times.
  7. Monitor store premises and ensure that they are kept in a clean, neat and safe condition.  Front of the store must be maintained to Grand opening standards daily.
  8. Responsible for opening and closing the store as needed.
  9. Responsible for training and developing cashiers to ensure that we are offering exceptional customer service and that all Goodwill policies and procedures are being followed.
  10. Handle employee and customer inquiries in a professional, timely and appropriate manner.
  11. Follow procedures for dealing with potential disturbances and problems such as calming loud or boisterous customers, evicting customers who are acting in a disorderly fashion or dealing with lost children.
  12. Supervise assigned employees; assist in preparing work schedules and arrange for replacement of absent employees.
  13. Collaborate with the Operations Assistant to write employee performance reviews yearly and have the Store Manager review the evaluation before it is given.
  14. Responsible for staff compliance with the Consumer Product Safety Commission (CPSC) and procedures for Public Protection.
  15. Responsible for instilling proper attitude toward safety and security in employees and trainees, protecting the safety of customers, and ensuring that all store operations are performed in accordance with the Organization’s safety and security programs.
  16. Maintain well groomed appearance and appropriate business dress code including name badge.


  1. Ensure that store receipts are handled as prescribed by the Organization’s procedures and good security practices.
  2. Respond to alarm calls as necessary.
  3. Perform other duties as assigned by the Store Manager.


The list below is representative of the knowledge, skill, and/or ability utilized while performing this job.

  1. Ability to adhere to the organization’s Core Principles.
  2. Ability to operate a cash register, calculator and basic computer skills.
  3. Ability to work independently with minimal instruction and or direction from supervisor.
  4. Knowledge of the Consumer Product Safety Commission (CPSC) and procedures for Public Protection.
  5. Skilled in maintaining inventory, sales, and store records.
  6. Ability to effectively supervise, train and mentor store personnel and community workers.
  7. Ability to use Outlook, Word and Excel.

Education and/or Experience:

High School education or equivalent is required. A minimum of two (2) years retail and one (1) year supervisory experience. Prefer working experience with people who have disabilities and/or previous Goodwill experience.

Math Ability:

Level 3: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Computer Skills:

To perform this job successfully, an individual should have beginner knowledge of MS Word, Excel, and Outlook.

Supervisory Responsibilities:

This position has supervisory responsibilities but no subordinate supervisors.

Purchasing Authority:

No Purchasing Authority


  1. (e.g. physical or environmental requirements, irregular work schedule, required license or certification, background check)
  2. Physical and Environmental Requirements:
  3. Regularly lift and /or move up to 40 pounds and occasionally lift and/or move up to 100 pounds with assistance.
  4. Vision abilities required by this job include: close, distance, color, peripheral vision, depth perception, and the ability to adjust focus.
  5. Standing and walking for long period of time.
  6. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).

Language Ability:

Level 3: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write reports and correspondence. Ability to speak effectively before groups.

Reasoning Ability:

Level 4: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Benefits and Perks

  • We offer a full benefits package: health, dental, vision, and Group life insurance plans.
  • Employee Assistance Program
  • 20% employee store discount
  • Fitness Reimbursement program



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