Key Holder
Goodwill Industries of Greater New York and Northern New Jersey, Brooklyn, New York, United States, 11201
Key Holder
Goodwill Industries of Greater New York and Northern New Jersey, Inc. is seeking a Key Holder for its retail department. This position reports to the Store Manager and is responsible for supporting the daily operation of the store and overall customer experience. The Key Holder demonstrates leadership by modeling Goodwill NYNJ CARE service standards to elevate sales performance. This individual will help to train and coach associates to achieve all set expectations. The Key Holder has the ability to execute all operational functions to brand standards and drive positive customer experiences in the absence of the Store Manager. The Key Holder is responsible for: Partnering with sales specialists and store associates to improve overall customer and donor experience, achieving sales goals and KPIs. Leading a high performing customer first orientated team. Coaching and providing feedback to the team as necessary to ensure all customers and donors serviced in the store are given the full CARE experience in line with brand strategies. Managing customer flow to ensure the best possible experience and that every customer is engaged. Leading by example by setting the standard to deliver excellent service to customers. Driving partnership on the selling floor between sales specialists and store associates. Developing and retaining talented employees, by coaching in the moment and providing feedback to the Store manager to support training and development. Resolving all customer complaints and issues quickly, efficiently and with respect resulting in an overall positive experience. Partnering with the Store Manager where necessary. In absence of the Store manager, responsible for executing all operations. Possessing a strong understanding of the business and effectively communicating needs and ideas to elevate the business. Assisting Store Manager in driving Goodwill brand loyalty through coaching sales team to share knowledge of Goodwill Rewards program and Mission, consistently educating customers of the benefits of participation. Possessing a thorough understanding of company policies and procedures and consistently following and enforcing company guidelines on operations. Communicating product needs to the stock team ensuring that flow of product to the floor is quick and efficient. Ensuring the selling floor is neat, clean, organized and reflects the correct visual image at all times. Ensuring presentation of all windows, displays, fixtures and all visual areas are reflective of current visual direction. Enforcing and supporting Store Manager in holding team accountable to Company policies and procedures. Additional duties as required. The Key Holder will support the store leadership team with employee relations issues as designated. This includes reporting all employee relation issues in a timely and effective manner, partnering with the Store Manager and HR when necessary. The Key Holder will assist the Store Manager to recruit, train, and develop team ensuring all positions are filled in a timely manner with qualified candidates. Continually provide feedback to the Store Manager on employee level of proficiency in their role and support with training and development. Assist in ensuring the integrity of staff's time and attendance. Ensure Dress Codes and Uniforms are always professional, reflective of Brand image and always adhered to. Enforce of all company policies and procedures, standards of operations and support leadership team. Minimum benchmarks include: Verbally greet customer and offer assistance within 30 seconds. Inform all customers of weekly sale color and newly produced color, make announcement every 15 minutes. Offer customer a shopping cart or basket while in the store. Keep sales floor and fitting rooms clean and free of clutter, hangers and clothes off the floor. Answer the phone in a professional manner. If stationed on the register: greet all customers with a warm greeting, a smile, eye contact, positive attitude ask each customer if they are a Goodwill Rewards Member, if not, discuss benefits and offer to enroll the customer ask each customer to Round Up their purchase and discuss our Mission. Thank each customer for their purchase, hand them the receipt, invite them back to the store. Keep register area clean and free of clutter. Round Up goal = 43%. If requested to work production, the benchmarks are as follows: Empty Z rack = 15 min (85 pieces), Empty grey cart of wares = 15 min (35 pieces), Empty grey cart of shoes = 15 min (35 pieces), Sort: 1 blue bin = 1 hour, Hang: 2 racks = 1 hr (170 pieces), Tagging: 15 min per z rack (4 z racks an hour, 340 pieces), Wares: 1 hour = 2 grey cart of wares (70 pieces/hr), Shoes: 1 hour = 2 grey cart of shoes (70 pieces/hr), Textiles: 2 hours = 1 complete rack of textiles. Benchmarks are subject to change to meet business needs with management approval. Qualifications required include: Minimum 1+ year experience in retail store supervisory required. High School Diploma, equivalent, or combination of education and relevant experience required. Skills required include: Proven ability to drive and exceed individual and store results. Proven ability to build lasting relationships with customers and colleagues. Ability to adapt to and engage with different customers. Strong interpersonal and communication skills (verbal and written) with customers, sales leadership team and colleagues. Demonstrated collaborative skills and ability to work well within a team. Ability to receive feedback and take action when appropriate. Accuracy and attention to detail required. Ability to work a flexible schedule based on business needs which includes, evenings, weekends and holidays. Ability to handle multiple tasks while working in a fast?paced and deadline?oriented environment. Special working conditions include: See Attached Physical Demand Analysis
Goodwill Industries of Greater New York and Northern New Jersey, Inc. is seeking a Key Holder for its retail department. This position reports to the Store Manager and is responsible for supporting the daily operation of the store and overall customer experience. The Key Holder demonstrates leadership by modeling Goodwill NYNJ CARE service standards to elevate sales performance. This individual will help to train and coach associates to achieve all set expectations. The Key Holder has the ability to execute all operational functions to brand standards and drive positive customer experiences in the absence of the Store Manager. The Key Holder is responsible for: Partnering with sales specialists and store associates to improve overall customer and donor experience, achieving sales goals and KPIs. Leading a high performing customer first orientated team. Coaching and providing feedback to the team as necessary to ensure all customers and donors serviced in the store are given the full CARE experience in line with brand strategies. Managing customer flow to ensure the best possible experience and that every customer is engaged. Leading by example by setting the standard to deliver excellent service to customers. Driving partnership on the selling floor between sales specialists and store associates. Developing and retaining talented employees, by coaching in the moment and providing feedback to the Store manager to support training and development. Resolving all customer complaints and issues quickly, efficiently and with respect resulting in an overall positive experience. Partnering with the Store Manager where necessary. In absence of the Store manager, responsible for executing all operations. Possessing a strong understanding of the business and effectively communicating needs and ideas to elevate the business. Assisting Store Manager in driving Goodwill brand loyalty through coaching sales team to share knowledge of Goodwill Rewards program and Mission, consistently educating customers of the benefits of participation. Possessing a thorough understanding of company policies and procedures and consistently following and enforcing company guidelines on operations. Communicating product needs to the stock team ensuring that flow of product to the floor is quick and efficient. Ensuring the selling floor is neat, clean, organized and reflects the correct visual image at all times. Ensuring presentation of all windows, displays, fixtures and all visual areas are reflective of current visual direction. Enforcing and supporting Store Manager in holding team accountable to Company policies and procedures. Additional duties as required. The Key Holder will support the store leadership team with employee relations issues as designated. This includes reporting all employee relation issues in a timely and effective manner, partnering with the Store Manager and HR when necessary. The Key Holder will assist the Store Manager to recruit, train, and develop team ensuring all positions are filled in a timely manner with qualified candidates. Continually provide feedback to the Store Manager on employee level of proficiency in their role and support with training and development. Assist in ensuring the integrity of staff's time and attendance. Ensure Dress Codes and Uniforms are always professional, reflective of Brand image and always adhered to. Enforce of all company policies and procedures, standards of operations and support leadership team. Minimum benchmarks include: Verbally greet customer and offer assistance within 30 seconds. Inform all customers of weekly sale color and newly produced color, make announcement every 15 minutes. Offer customer a shopping cart or basket while in the store. Keep sales floor and fitting rooms clean and free of clutter, hangers and clothes off the floor. Answer the phone in a professional manner. If stationed on the register: greet all customers with a warm greeting, a smile, eye contact, positive attitude ask each customer if they are a Goodwill Rewards Member, if not, discuss benefits and offer to enroll the customer ask each customer to Round Up their purchase and discuss our Mission. Thank each customer for their purchase, hand them the receipt, invite them back to the store. Keep register area clean and free of clutter. Round Up goal = 43%. If requested to work production, the benchmarks are as follows: Empty Z rack = 15 min (85 pieces), Empty grey cart of wares = 15 min (35 pieces), Empty grey cart of shoes = 15 min (35 pieces), Sort: 1 blue bin = 1 hour, Hang: 2 racks = 1 hr (170 pieces), Tagging: 15 min per z rack (4 z racks an hour, 340 pieces), Wares: 1 hour = 2 grey cart of wares (70 pieces/hr), Shoes: 1 hour = 2 grey cart of shoes (70 pieces/hr), Textiles: 2 hours = 1 complete rack of textiles. Benchmarks are subject to change to meet business needs with management approval. Qualifications required include: Minimum 1+ year experience in retail store supervisory required. High School Diploma, equivalent, or combination of education and relevant experience required. Skills required include: Proven ability to drive and exceed individual and store results. Proven ability to build lasting relationships with customers and colleagues. Ability to adapt to and engage with different customers. Strong interpersonal and communication skills (verbal and written) with customers, sales leadership team and colleagues. Demonstrated collaborative skills and ability to work well within a team. Ability to receive feedback and take action when appropriate. Accuracy and attention to detail required. Ability to work a flexible schedule based on business needs which includes, evenings, weekends and holidays. Ability to handle multiple tasks while working in a fast?paced and deadline?oriented environment. Special working conditions include: See Attached Physical Demand Analysis