SUMMARY:
The Apparel Customer Service Team Leader ensures that team members meet quality expectations, assists with daily sorter table breakdowns, helps record daily totals, and assists with the creation and quality assurance of clothing bales for sale to vendors. Apparel Customer Service Team Leader will also sort and prepare the donated apparel to be able to be sold in the salvage market. The Apparel Customer Service Team Leader is responsible for production in the salvage department. The Apparel Customer Service Team Leader is responsible for ensuring Apparel Sorter, Balers and Runners are in place and preforming assigned duties. This individual will sort, hang, tag, and label products according to standard operating procedures. They will also provide excellent customer service and maintain a clean, neat, and safe work environment. This position may also be cross-trained and responsible for additional duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Team Member Management:
- Ensuring Graders are achieving required daily sorting goals. Working with team members when coaching is needed.
- Ensuring runners are moving products, filling tables, helping with daily break down and supporting the grading teams.
- Ensuring the Baling team members are creating bales as created or needed and supporting the running team members when needed.
Quality Control & Documentation
- Conduct hourly quality checks in partnership with the Apparel Sorting Team Lead to verify accurate product categorization
- Monitor and document daily employee productivity metrics using both physical records and digital platforms
- Create and inspect clothing bales to ensure they meet quality standards and support departmental financial objectives
- Process minimum daily quote of 12 Gaylords (1300 pounds or more) of sorted merchandise
Product Assessment
- Evaluate donated merchandise for quality and proper categorization
- Sort items into appropriate categories (summer, winter, or oversized).
- Process clothing returns from retail stores, determining appropriate routing based on quality material, size, and style
- Direct non-qualifying items to clearance store channels
- Record and weight all processed Gaylords maintaining accurate tally sheets
Operational & Safety Compliance
- Maintain an organized, safe, and clean workstation free of personal items and potential hazards
- Follow all safety protocols and properly use the required safety equipment
- Report any safety hazards or concerns immediately
- Protect company assets, including donated goods, and report any incidents of theft or misappropriation
- Support facility cleanliness, including maintenance of restrooms, floors, walls, windows, and parking lots as needed
Additional Duties
- Cross training opportunity for warehouse operations and forklift operations
- Perform other duties as assigned by management
Key Values/Enabling Attributes:
Trust - Making relationships as important as results; Doing the right thing even when no one is looking; Doing what we say we will do; Having the courage to resolve differences; Respecting the uniqueness of every individual.
Collaboration - Engaging in unfiltered conflict around ideas; Apologizing when appropriate; Taking care of each other and the business; Achieving greatness as One Goodwill; Partnering with our communities to serve our customers.
Engagement - Valuing attitude and aptitude; Being an ambassador of Goodwill; Going above and beyond; Having fun and celebrating successes; Making life better for those around us.
Ownership - Leading by example; Driving operational excellence; Holding one another accountable; Making Goodwill better every day; Taking responsibility to initiate solutions.
Innovation - Encouraging continuous learning; Willing to take risks; Transforming from common to exceptional; Promoting breakthrough thinking; Embracing change.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to demonstrate proficiency in meeting competencies required for position; able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.
EDUCATION AND EXPERIENCE:
Minimum Qualifications (Education, Experience, Skills):
- High School Diploma, GED, or equivalent experience.
- Ability to be trained and take direction.
- Ability to speak and read English proficiently.
- Must be 18 years of age or older.
- Must be able to use a calculator to add and subtract numbers.
- Ability to pass a background check and drug screen, where applicable
LANGUAGE SKILLS:
Ability to speak and read English proficiently. Able to read and write reports, compile data as needed. Communicates effectively with others and provides essential customer service duties either verbally or via computer e-mail.
REASONING ABILITY:
Able to define problems, collect data, establish facts, and draw valid conclusions. Able to interpret instructions furnished in written, oral or diagram form.
WORK ENVIRONMENT:
While performing the duties of this job the employee is usually working in a combination of a warehouse and retail store environment. At times this employee may be exposed to the outside environment. The noise in this environment will be moderate to loud. May require travel to other states or Goodwill territories.
AVAILABILITY:
Must have open/flexible availability and be willing to work evenings & weekends.
PHYSICAL DEMANDS:
Physical Demands- Apparel Processor
Frequency
Never
Rarely
Occasionally
Frequently
Always
Sitting
X
Standing
X
Walking
X
Bending over
X
Crawling
X
Reaching Overhead
X
Crouching
X
Kneeling
X
Balancing
X
Lifting and Carrying
10 lbs. or less
X
11 to 25 lbs.
X
26 to 50 lbs.
X
51 to 75 lbs.
X
76 to 100 lbs.
X
over 100 lbs.
X
Push/ Pull Max Force
0 to 20 lbs.
X
21 to 39 lbs.
X
40 to 59 lbs.
X
60 to 100 lbs.
X