Assistant ADC Manager in Memphis, Tennessee at Memphis Goodwill Industries INC

JOB DESCRIPTION

Job Title: Assistant ADC Manager

Department: Operations

Team Leader: ADC Manager

Status: Exempt

Mission Contribution:

To increase MGI’s capacity for service by leading, training coaching, & mentoring ADC Team Members to provide World-Class Customer Service and ensure the finest Donor Stewardship through the effective and efficient implementation of MGI Sop’s and Guiding Principles.

Function:

Under the team leadership of the ADC Manager, the Assistant ADC Manager is responsible for all ADC operations related to training, processing efficiency, accepting donations and ensuring customer service and our mission within the community remains efficient and profitable.

Essential Responsibilities:

1. Ensures 100% donor and customer delight.

2. Manages and coordinates the application of an operational design which includes the processing of donations and collection (ADC’s). Ensures accurate records of donor counts.

3. Works with the ADC Manager to ensure that the collection, processing, and internal distribution of donated products are properly integrated to achieve maximum profitability and leading to 100% customer delight.

4. Ensures appropriate assignment of work shifts for the ADC’s at all times. Assists the ADC Manager in the hiring of staff for the ADC’s. Analyze and plans with the Director of ADC’s, ADC Manager as well as the ADC Leads to plan for ADC labor shortages.

5. Performs quality visits to ADC’s on a regular basis covering loss prevention review, training, schedule review, our professional and public image to include proper attire, supplies, equipment, and proper donor greeting procedures which fully aligns with Goodwill’s Guiding Principles.

6. Proactively resolves all conflicts among collection, production, and distribution of donated product.

7. Ensures a work environment for prompt, friendly, and courteous donor activities, providing 100% donor satisfaction.

8. Ensures that loading and unloading of vehicles is performed utilizing sound safety practices (i.e. lifting, use of equipment, etc.) and all accidents or injuries are reported in and expedient manner to the immediate supervisor and leadership team.

9. Trains, coaches, develops, mentors and manages the internal performance of each ADC to cultivate a culture of team synergy, efficiency, and profitability.

10. Ensures the honesty and integrity of all team members, and their adherence to Goodwill’s Core Values by modeling them to the utmost standard.

11. May be asked to participate in activities outside of Goodwill Memphis to include but not exclusive to Mission Development Services operations.

12. Ensure that all LP and Safety opportunities are only discussed with leadership and are properly reported within 24 hours of gaining any knowledge of incidents or potential incidents.

Abilities:

• Ability to develop and maintain effective working relationships with team leaders, team members, customers, donors and trainees.

• Ability to maintain a positive, friendly attitude and a neat, clean and well groomed appearance.

• Ability to Problem-solve, and make decisions independently as required.

• Ability to seek out internal and external resources to accomplish desired results.

• Ability to read, write, communicate verbally and perform basic mathematical skills related to the job.

• Ability to efficiently use computer applications to include electronic mail, word processing, spreadsheets, and other applications as determined appropriate by Goodwill.

• A very basic understanding of labor and wages, donor trends, and results driven metrics to ensure the success and expected growth of the ADC and GGC operations.

Training and Experience:

• Preferred: Minimum of 3 years’ experience in nonprofit donated goods business, sales, or related field.

• Preferred: An associate’s degree in business, operations, or related field.

Special Requirements:

• Must be willing to travel and spend considerable time on the road traveling throughout the MGI territory.

• Complete related training to maximize the potential for growth and success.

• Must possess a valid driver’s license, appropriate insurance coverage and a privately owned and reliable means of transportation to travel throughout the MGI territory to visit stores and locations as necessary.

• As with all Direct reports, Assistant ADC Managers need to be able to work evenings and weekends on a regular basis to fulfill his or her responsibilities.

CRITICAL PERFORMANCE FACTORS:

1. Donor # vs LY

2. Donor Value vs LY

3. Customer Service (10 second rule for internal and external customers, smile, integrity or processes and feedback)

4. Safety and Security (Risk program integrity, Drills, Processes are adhered to, incident/accident reports processed in an effective manner, site inspections.

5. Assigned labor hours are adhered to per ADC location through effective scheduling.

6. Proper 90 day and annual evaluation reported to ADC Manager to ensure optimal retention of ADC Attendants and ADC Leads.

7. Administration – Performance management, training, recognition comments and other admin. (ZERO OVERDUE)

8. Quality of Work – (Positive attitude, sense of urgency, productivity, individual safety performance)

9. Image (ADC’s, Team, Signage)

10. Reporting – Team accurately reports equipment on hand/needs, team member needs and donor count accuracy

11. ADC Operations Audits of team members performance growth, timely reporting of maintenance repairs and concerns, positive donor receipt surveys, donor count growth through service.