Back End Operations Department Supervisor

Lowe's Companies, Inc.•Rocky River, OH

1d•Onsite

About The Position

The Back End Operations Department Supervisor is responsible for overseeing and driving efficiencies in back-end operational activities, such as receiving and stocking inventory, assembling product, controlling freight flow, area recovery, and delivery staging. This role ensures that back-end operations do not negatively impact the customer or their ability to shop the store. The supervisor drives the completion of activities that ensure efficient disbursement of product from receiving to sales departments, ensuring shelves and top stock are consistently replenished. They also ensure products are stocked and fronted according to planograms, moving top stock down when necessary, noting areas where merchandise is low, and keeping aisles clear and neat. Additionally, this role 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 often the only key-carrying manager in the building during the overnight shift and is responsible for providing full leadership over the store, driving engagement, customer service, staffing, and operational efficiency. This includes walking the store, observing customer/associate interactions, providing in-the-moment coaching, ensuring associates are prepared to deliver quality sales and service, managing associate response to call buttons, validating that aisles remain clean, safe, and free of clutter, and handing off shift observations to the next Manager-on-Duty (MOD). The MOD also funnels non-MOD activities to appropriate leaders and ensures items are picked, prepared, packed, and shipped accurately and efficiently for Parcel orders, meeting customer promise and ship time standards.

Requirements

High school diploma or GED
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.
Connects with the team daily to understand challenges and elevates issues when necessary.
Provides open and timely feedback and performance coaching, redirecting problematic behavior and partnering with ASM for disciplinary action.
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, escalating when needed.
Monitors and drives team to achieve 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 safe operation of store power equipment and addresses violations.
Maintains focus on safety, security, and shrink prevention by securing doors/gates, reporting theft, and maintaining inventory/shrink budget integrity.
Conducts daily safety reviews, noting hazards, keeping areas clean and organized, and monitoring for theft/security risks.
Recommends and encourages operational strategies to reduce unproductive time, waste, or product loss.
Analyzes operational activities 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, product staging for pickup).
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 and provides support.
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 back-end operations do not impact the customer or their ability to shop the store.
Drives completion of activities for efficient product disbursement from receiving to sales departments.
Ensures products are stocked and fronted according to planograms, moving top stock down, noting low merchandise areas, and keeping aisles clear.
Drives completion of activities supporting an efficient and safe delivery process.
Provides full leadership over the store during the overnight shift as MOD.
Walks the store, observing customer/associate interaction and providing coaching.
Ensures associates are equipped and prepared to deliver quality sales and service.
Ensures Specialty and Pro areas are properly staffed, engaging with customers and driving sales.
Shifts associates to areas of high customer traffic or department hotspots.
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 to appropriate non-MOD leaders.
Ensures items are picked for Parcel orders accurately and efficiently.
Ensures proper preparation, packing, and shipping of Parcel orders.