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Position Title: Retail Supervisor  

Department: Operations  

Reports to: Assistant Manager  

FLSA Status: Nonexempt  

Position Purpose and Objectives 

The Retail Supervisor is responsible for managing the daily operations of the front end and retail sales floor. This role involves maintaining company standards across all store areas, staying attentive to customer and donor needs, and ensuring team members deliver quick, accurate, and friendly service. Retail Supervisors actively engage in auditing, quality control, and daily activities to observe, evaluate, train, and coach team performance. To support store operations, this position requires flexibility to work a rotating schedule (mid-shifts, evenings, weekends, and holidays). Retail Supervisors exemplify America's Thrift Stores Core Values in donor experience, productivity, and customer service. 

Roles and Responsibilities 

• Direct and supervise departmental team members. 

• Assist with recruiting, selecting, training, and onboarding team members. 

• Provide regular observation, interaction, coaching, and recognition to team members. 

• Schedule team members according to the store’s labor needs. 

• Perform all duties required of retail team members. 

• Manage inventory tracking systems to record deliveries and stock levels. 

• Analyze daily product and supply levels to anticipate inventory issues and take corrective actions to ensure sufficient inventory. 

• Supervise cash register operations to ensure a quick, accurate, and positive customer experience. 

• Control cash and tender. 

• Perform morning accounting and banking procedures as assigned. 

• Receive and respond to customer/donor questions, requests, and complaints. 

• Deliver a positive and memorable customer/donor experience by setting an example, training, and coaching customer service expectations to team members. 

• Ensure high standards of merchandise freshness, condition, pricing, and shop-ability. 

• Create and maintain visually appealing merchandise displays. 

• Assist the General Manager with the setup of sales and marketing promotions and programs. 

• Maintain a respectful, values-driven workplace. 

• Use open communication tools and convert team member input into meaningful action. 

• Bring complaints to the attention of the Assistant Store Manager or General Manager to resolve issues in line with company values, policies, and procedures. 

• Protect company assets and information by ensuring their safe handling, security, and integrity. 

• Promote loss prevention awareness by upholding procedures and ensuring policies are in place. 

• Maintain a safe work environment through education, consistent follow-up, ensuring policies and procedures are in place, and supporting OSHA guidelines. 

• In the absence of the Assistant Store Manager, oversee, implement, and administer the retail process and team in accordance with all policies, procedures, regulations, and laws. 

• Fulfill manager-on-duty responsibilities and take reasonable action in the absence of the Assistant Store Manager and/or General Manager. 

• Perform any other tasks, functions, or responsibilities as instructed by the immediate supervisor and/or superior manager. 

Skills and Qualifications 

• Minimum of two years’ experience as a supervisor, team lead, or key holder in the retail industry. 

• Proficiency in basic mathematical skills and computer literacy. 

• Fundamental reading comprehension abilities. 

• High School diploma or GED is preferred. 

• Strong verbal and written communication skills. 

• Capable of observing, assessing, and coaching the work of others. 

• Ability to understand and follow instructions provided in written and/or verbal form. 

• Strong reasoning, decision-making, and independent judgment skills. 

• Successful completion of background check, motor vehicle check, and drug screen.  

• Valid driver’s license and a clean driving record. 

• Ability to work a rotating schedule (mid-shifts, evenings, weekends and holidays). 

Competencies 

Never- 0%, Occasionally- 1-33%, Frequently- 34-66%, Continuously- 67-100% 

Physical Demands:  

• Frequently - Carrying up to 50 lbs., pushing and pulling up to 25 lbs., lifting up to 50 lbs., climbing up to 14-foot height, balancing, stooping, kneeling, crouching, handling and smelling.  

• Frequently - Walking on tile/concrete, bending, feeling, and reaching waist/overhead level.  

• Continuously - Standing on tile/concrete, talking, seeing, and hearing.  

Other:  

• Mostly working a rotating schedule (mid-shifts, evenings, weekends and holidays).  

• Working environment includes inside of building with semi- controlled temperatures and outside conditions with varying weather and temperatures. 

Other duties as assigned: Please note that this job description may not cover every duty or responsibility that might arise in the course of employment. Employees are expected to perform other duties as assigned, which may not be explicitly stated in this document. This job description is not intended to be a comprehensive list of all duties, responsibilities, and qualifications required of employees in this position. The duties and responsibilities outlined here are intended to provide an overview of the primary functions of the role, but they may change as the needs of the organization evolve. 

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