Retail Donor Specialist - Materials Handler Team Lead

Job Summary

Retail Donor Specialist - Materials Handler Team Lead plays a vital role in creating a positive, mission-driven experience for donors, shoppers, and team members. This Lead provides hands-on support and guidance to Retail Donor Specialist - Materials Handler Associates, ensuring established processes are followed, GREAT donor care is delivered, and donations are handled with integrity. The role supports both front-of-house donation activity and backroom operations.

Essential Functions

• Provide GREAT donor care by greeting donors promptly, offering assistance, and ensuring each donor feels appreciated and valued.
• Lead, support, and coach Donor Specialists / Material Handlers to consistently deliver a positive, mission-aligned donor experience.
• Observe, reinforce, and model proper donation handling practices to ensure items are treated with integrity and respect for donor intent.
• Oversee daily donation intake activity, ensuring processes, safety standards, and service expectations are consistently followed.
• Address donor service or process issues in real time to protect the donor experience.
• Maintain a clean, organized, and welcoming donation area at all times.
• Serve as the on-shift Lead and hands-on resource for Donor Specialists / Material Handlers, providing real-time direction, guidance, and support.
• Supervise day-to-day work activities, helping prioritize tasks and direct team members based on donor volume and operational needs.
• Support onboarding and on-the-job training by reinforcing standard work, safety practices, and donor service expectations.
• Promote accountability through observation, coaching conversations, and reinforcement of established processes and behaviors.
• Communicate workflow needs, staffing considerations, challenges, and opportunities to Retail Leadership.
• Provide feedback to Retail Leadership regarding team performance, training needs, and recurring process gaps.
• Oversee and coordinate the movement of donations from intake areas to backroom and production areas to support efficient workflow.
• Direct and support backroom organization, staging, and donation flow to maintain productivity, cleanliness, and safety standards.
• Maintain safety, cleanliness, organization, and brand standards across donation areas, backroom, and shared spaces.
• Operate material handling equipment, including pallet jacks and forklifts, when trained and certified, and address unsafe conditions immediately.
• Communicate operational issues, safety concerns, or maintenance needs promptly to Retail Leadership.
• Ensure adherence to organizational policies, procedures, and CPSC and Goodwill operational guidelines.
• Perform other duties as assigned to support to support overall store operations, operational effectiveness, and leadership priorities.

Minimum Qualifications

• High School Diploma or equivalent required.
• Associate’s degree in business, Logistics, Supply Chain, Management, Retail Operations, or a related field preferred.
• One to two years of previous experience in production, warehouse, retail, or logistics environments required.
• Strong oral and written communication skills to support clear, respectful interactions with shoppers and team members.
• Ability to stay organized, manage multiple priorities, and maintain accuracy in a fast-paced front-end environment.
• Ability to learn and consistently follow established processes, systems, equipment use, and operating procedures.
• Ability to support, guide, and positively influence team members by modeling expected behaviors aligned with our Mission and TRUE Core Values.
• Ability to deliver strong donor service, ensuring safe, friendly, and efficient interactions at the Donor Door when assigned.
• Ability to understand and work toward daily production goals, KPIs, and performance expectations.
• Ability to recognize quality standards, correctly classify goods, and follow CPSC and public protection requirements.
• Working knowledge of basic computer applications, including Outlook, Word, Excel, and online product research.
• Ability to train, coach, and develop team members in operational procedures and production standards.
• Ability to stand, walk, and move throughout the store during assigned shifts.
• Ability to work a flexible schedule, including weekends and holidays.