Customer Service Manager

REVISION DATE: 12/2025

REPORTS TO: Assistant ReStore Director

ORGANIZATIONAL MISSION

Seeking to put God’s love into action, Habitat for Humanity brings people together to build homes, communities and hope.

PRIMARY PURPOSE OF JOB

The Floor Manager at Habitat for Humanity ReStore plays a vital role in leading the day-to-day operations of the sales floor. This position is responsible for supervising volunteers, ensuring excellent customer service, maintaining a clean and organized retail environment, and supporting sales and merchandising strategies. Responsible for interacting with customers to ensure their needs are being met and their purchase is maximized. In addition, all floor presentations of products and safety are to be ensured with regular and documented "walkthroughs" of the floor. The Floor Manager helps drive revenue to fund Habitat's mission of building and repairing safe, affordable housing in our community.

TEAM LEADERSHIP

• Supervise and provide direction to floor staff and volunteers during daily operations.
• Train new staff and volunteers on safety, procedures, and customer service expectations.
• Foster a positive, mission-driven team culture focused on accountability and collaboration.

INVENTORY MANAGEMENT

• Track inventory levels for purchased products, forecast demand, and ensure merchandise is stocked on the shelves at all times. For donated inventory, manage placing of inventory to accommodate constant influx of donations and present them well. Give feedback to the team on what donated categories are selling, not selling, under or over-stocked, etc.

POLICY ENFORCEMENT

• Ensure employees and volunteers follow company policies, such as health and safety, dress code, and other matters

WORK ENVIRONMENT

• Maintain a positive work environment and ensure staff and volunteers perform effectively

BACKUP DUTIES

• This position will be required to back up other positions as necessary including cashier and receiving among others.

SAFETY

Customer service Manager will be part of the Safety Team and participate in maintaining OSHA standards throughout the affiliate, primarily in areas where there are customers and volunteers. This includes the ReStore, South building and parking lot, to identify hazards and potential risks. This position will conduct walk-through audits of the ReStore spaces at a frequency determined by the Safety Team. Immediate action should be taken to abate any hazards or potential risk.

• Conducted floor inspections to eliminate hazards and prevent retail slip and trip incidents
• Enforced OSHA retail safety standards throughout the ReStore including South building, and parking lot.
• Train staff and volunteers on safe heavy-lifting and forklift and how to recognize and abate hazards.
• Inspect placement of donations on the retail floor in a manner that ensures safety and compliance.
• Immediate response to the ReStore incidents is required.
• Collect and write workplace incident reports from all involved parties and witnesses.
• Inform ReStore Director and Operations Director of all incidents the same day of occurrence.
• In collaboration with the ReStore Director, implement preventative floor layout to enhance safety..
• Implement emergency evacuation and response for staff and customers as needed.

KNOWLEDGE, SKILLS, AND ABILITIES

• Commitment to the Habitat for Humanity concept, core values, principles, and covenant, as well as willingness to work on a collaborative team.
• 2+ years of retail, warehouse, or store floor leadership experience preferred.
• Strong interpersonal and communication skills.
• Ability to lead and motivate volunteers with diverse backgrounds.
• Basic computer skills and familiarity with POS systems. Ability to lift up to 50 lbs, stand for extended periods, and work in a fast-paced retail/warehouse environment.
• Some knowledge of building materials, tools, or construction is a plus.

CORE COMPETENCIES

Partner Focus: Ensuring that our partner’ perspective (homeowner, homebuyer, donor, volunteer, ReStore customer, etc.) is a driving force behind all business decisions and activities; crafting and implementing service practices that meet the needs of our partners and the Habitat for Humanity organization.

Leading through the Habitat for Humanity Vision and Mission: Keeping the Habitat for Humanity vision and mission at the forefront of all associate’s decision-making and action.

Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships.

Engagement Readiness: Demonstrating a willingness to commit to one’s work and to invest one’s time, talent, and best efforts in accomplishing organizational goals.

Managing Work (includes Time Management): Effectively managing one’s time and resources to ensure that work is completed efficiently.

Safety Awareness: Identifying and correcting conditions that affect employee safety; upholding safety standards.

PHYSICAL CONTEXT AND WORK ENVIRONMENT

Physical Requirements / Percentage of Work Time Spent on Activity

Hearing: Must be able to hear well enough to communicate with the public. 75-100%

Sitting: Must be able to sit for long periods of time. 0-24%

Standing/Walking: Must be able to move about the work area. 75-100%

Climbing/Stooping/Kneeling: Must be able to stoop or kneel to pick up and/or arrange goods. 50-75%

Lifting/Pulling/Pushing: Must be able to lift more than 50 lbs. with or without reasonable assistance. 0-24%

Grasping/Feeling: Must be able to carry and handle donations and goods for sale. 50-75%

The work environment includes exposure to extreme or varying weather conditions particularly heat, cold, rain or snow. Depending on the task, work may be performed indoors or outdoors with a moderate level of noise. May be exposed to mold, dust, paint, chemicals, cleaning solutions or other substances.

The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.