Back-End Dept Supervisor

Lowe's Companies, Inc.•Willis, TX

10d•Onsite

About The Position

This role oversees and drives efficiencies in back-end operational activities such as receiving and stocking inventory, assembling product, controlling freight flow, area recovery, and delivery staging. The supervisor ensures that back-end operations do not negatively impact the customer or their ability to shop the store, maintaining clear aisles and ensuring items are stocked. They drive the completion of activities that ensure efficient disbursement of product from receiving to sales departments, including receiving/unloading of freight and stocking according to planograms. The role also drives the completion of activities that support an efficient and safe delivery process, such as picking and staging product for delivery. As the Department Supervisor for Night Operations, this individual is responsible for these activities during the overnight shift and is often the only key-carrying manager in the building. The role also includes Manager-on-Duty (MOD) responsibilities, providing full leadership over the store, driving engagement, customer service, staffing, and operational efficiency. This includes walking the store, observing interactions, providing coaching, ensuring associates are prepared, managing staffing for customer traffic, shifting associates as needed, managing responses to call buttons, validating clean and safe aisles, and handing off shift observations. Non-MOD activities like customer complaints and management approvals are funneled to appropriate leaders. For stores with parcel operations, the role ensures accurate and efficient picking, packing, and shipping of parcel orders.

Requirements

High school diploma or GED General Studies or equivalent years of experience in lieu of education requirement, if applicable
3 Years experience in a retail environment (or 5 years of experience in a retail environment if education requirement is not met)
Experience providing direction or supervision to teams (with or without direct report responsibility)
Experience supporting or participating in the process of training, mentoring and developing associates
Experience working cross-functionally
Ability to obtain sales related licensure or registration as may be required by law

Nice To Haves

Experience supporting front-end or back-end operations in a retail environment
Experience in customer service role
Experience in a leadership role with direct report responsibility
Experience working in the home improvement retail sector
Experience working in a fast paced, dynamic retail environment
Experience using store computer systems (including but not limited to: Project Tool, Genesis, Sterling, M2O, Thin Client, etc.)

Responsibilities

Assigns team members to activities, ensuring staff coverage meets customer demands and redeploying when necessary.
Participates in interviews and provides input into selection decisions for new associates.
Connects with the team daily to understand challenges and elevates issues when necessary.
Provides open and timely feedback and performance coaching, redirecting ineffective behavior.
Encourages team to share ideas and best practices for customer service and support activities.
Empowers others to make decisions while providing guidance.
Provides recognition for accomplishments and effective behaviors.
Fosters an environment of associate growth and development through coaching and feedback.
Identifies and addresses associate relations concerns.
Empowers and coaches team to follow proper processes and achieve operational efficiencies.
Monitors and drives team to achievement of key operational performance metrics.
Identifies barriers to operational processes or customer experience and implements solutions.
Responds quickly and effectively to unexpected events by reprioritizing tasks.
Monitors the use of store power equipment, ensuring safe operation.
Maintains a focus on safety, security, and shrink prevention.
Conducts daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risks.
Recommends operational strategies to reduce unproductive time, waste, or product loss.
Analyzes operational activities and determines ways to reduce impact on the customer.
Seeks performance feedback and pursues self-development opportunities.
Proactively builds and maintains collaborative relationships with cross-functional partners.
Sets an example by adapting quickly and effectively to work challenges and organizational change.
Oversees and drives efficiencies in front-end operational activities (e.g., check outs, returns, overrides, till audits, PUIS Desk or product staging for pickup in store).
Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to inquiries, and addresses concerns.
Ensures appropriate headcount is allocated in each check-out and administrative area.
Researches shortages or overages, deposits cash, and handles register pulls and loans.
Monitors Customer Service desk activity, supporting when needed.
Performs payroll closeout process.
Oversees and drives efficiencies in back-end operational activities (e.g., receiving and stocking inventory, assembling product, controlling freight flow, area recovery, delivery staging).
Ensures that back-end operations do not impact the customer or the customer’s ability to shop the store.
Drives completion of activities that ensure efficient disbursement of product from receiving to sales departments.
Ensures products are stocked and fronted according to planograms, moving top stock down when necessary, and keeping aisles clear and neat.
Drives the completion of activities that support an efficient and safe delivery process (e.g., pick and stage product for delivery).
Provides full leadership over the store as Manager-on-Duty (MOD), driving engagement, customer service, and operational efficiency.
Walks the store, observing customer/associate interaction and providing in-the-moment coaching.
Ensures associates are equipped and prepared to deliver quality sales and service.
Ensures Specialty and Pro areas are properly staffed for customer traffic, engaging with customers, and driving sales.
Shifts associates to areas of high customer traffic or department hotspots as needed.
Manages associate response to call buttons.
Validates that aisles remain clean, safe, and free of clutter.
Hands off shift observations in-person to the next MOD.
Funnels non-MOD activities (e.g., customer complaints, management approvals) to appropriate non-MOD leaders.
Ensures items are picked for Parcel orders accurately and efficiently (for Parcel stores only).
Ensures proper preparation, packing, and shipping of Parcel orders (for Parcel stores only).