ESSENTIAL EXPECTATIONS 

Customer Service Expectations 

Serving customers at Goodwill has never been more rewarding.  Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference. 

Diversity, Equity, And Inclusion Expectations 

Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued.  The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence. 

Safety Expectations 

At Goodwill, safety is everyone’s job.  Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe.  Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission. 

POSITION EXPECTATION

Position Summary   

​​The Lead Processor assists the Store Management Team with the essential support in overall operations, excellent customer service and sales floor functions.​ 

Responsibilities  

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  ​​Ensures quality customer service is presented and provided by team members in a timely and courteous manner to all customers, donors, and other team members.  

  
  

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  ​Directs store Merchandise Processors in daily duties such as attaching price tags to clothing, wares, and cleaning wares to meet preset production and sales goals for the store.  

  
  

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  ​Assists, while demonstrating flexibility, in the overall daily operations within the store. 

  
  

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  ​Communicates with the Store Management Team the needs of the Central Warehouse to ensure production and sales goals are met.  

  
  

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  ​Follows all policies in the production manual.  

  
  

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  ​Collects all found money and donated jewelry and hands in daily to the manager following all necessary processes. Jewelry is sent back to E-Commerce. 

  
  

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  ​Ensures store and surrounding premises are kept clean and free of safety hazards, and safety procedures are understood and followed by all team members.  

  
  

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  ​Ensures Merchandise Processors’ workstations are stocked with approved supplies and product. 

  
  

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  ​Assists management staff with Quality-Quantity-Price (QQP) checks. 

  
  

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  ​Ensures all Merchandise Processors complete floor work each day for a minimum of one hour or as directed. 

  
  

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  ​Assists in any other projects or tasks as determined by management. ​ 

  
  

Core Competencies  

Job Knowledge	Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations.  Follows policies, procedures, and safety protocols.
Dependability	Meets deadlines and works autonomously.  Focused, punctual, and maintains consistent  attendance.  Accountable and can be relied upon during challenging and unexpected   situations.
Service Oriented	Supports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills.  Establishes and maintains effective relationships.  Meets quality standards and evaluates customer satisfaction and results.
Teamwork	Works collaboratively and respectively with others and is sensitive to team member   engagement. Communicates openly seeking and providing support.  Shares knowledge,   provides assistance, and contributes well as a leader, facilitator, or participant. Accountable  to team.

Job Specific Competencies  

Initiative	Proactively evaluates, selects and takes action to solve current and potential problems. Meets objectives with a sense of urgency. Identifies new opportunities before being asked.
Productivity	Effectively problem solves while managing workload and time. Work produced in an accurate, consistent manner. Prioritizes and efficiently meets goals, objectives and deadlines. Assists others to ensure productivity. Makes a meaningful difference.
Quality Focused	Strives for excellence. Organized, methodical, accurate and thorough. Understands scope of responsibility. Improves performance and outcomes. Problem solves and manages time restraints. Maintains the highest level of product and customer experience. Develops and implements best practices and accreditation standards.
Results Oriented	Defines and exceeds goals with resolve and ingenuity. Designs and implements plans. Possesses Vison and identifies steps for achievement. Ambitious and goes above beyond expectations. Assesses and revises strategies based on outcomes.