Additional Information
Job Location
Franklin II
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 Associate, 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, including coordinating the movement of donations, ensuring safe and efficient loading and unloading of trucks, and maintaining organized, productive workspaces.
Guided by our Mission of Changing Lives through Education, Training and Employment, the Retail Donor Specialist - Materials Handler Team Lead helps ensure every donation and every interaction contributes to the impact we make in the community. By coaching team members, reinforcing operational and safety standards, and modeling expected behaviors, this Lead promotes a work environment grounded in our TRUE Core Values of Teamwork, Respect, Uprightness, and Empowerment.
Job Description
Essential Functions
Donor Experience & Stewardship
Provide GREAT donor care by greeting donors promptly, offering assistance, and ensuring each donor feels appreciated and valued.
L ead, 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.
Process Support, Supervision & Team Coaching
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.
Backroom Operations & Material Handling
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.
Monitor stock rotation, salvage removal, waste handling, and overall backroom organization.
Identify and help resolve routine operational issues that may impact workflow or safety.
Operations, Safety & Compliance Support
Support safe and efficient loading and unloading of trucks and the flow of donations through intake, backroom, and production areas.
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.
Goodwillmiddletn · Franklin, TN