Central Selling Supervisor

Lowe's Companies, Inc.•Mooresville, NC

2d•Remote

About The Position

Innovate Remotely This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions. The Central Selling Supervisor is primarily responsible for leading a team of Sales and Support Coordinators responsible for completing specific activities in support of a defined sales model not limited to Virtual Design Central Sell, Flooring, Window Treatment, and Millwork. This includes setting and communicating team and individual goals, assigning clear responsibilities, and overseeing team activities to ensure the team maintains consistent execution, service quality, and delivery against key operational metrics. In addition to monitoring overall associate performance, this role leads, coaches and develops individuals and the team, identifies and addresses individual and group training needs, and provides on-the-job training. This role works closely with peer supervisors, Regional Central Selling Managers, Installation Support Team, Stores, and Service PROviders to identify and respond to immediate needs/issues as well as generate ideas for enhancing/improving the overall program. The Central Selling Supervisor may also be assigned leads and details to manage and assist in creating designs, building orders, and/or product recommendations. In addition, the Central Selling Supervisor will collaborate with peers daily to ensure consistent and effective messaging to all Designers and Coordinators. To be successful, the Central Selling Supervisor must have knowledge of customer service practices, remodeling and installation activities, people management, and retail selling operations. The Central Selling Supervisor will be the point of contact in devolving processes and procedures to enhance the Central Selling model with the Regional Central Selling Managers. The Central Selling Supervisor is often faced with unforeseen and changing day-to-day workflow and priorities while sustaining service and satisfaction. The leader in this role must evaluate individual situations as they arise and make leadership decisions. Central Selling Supervisor is responsible for the oversight of associate performance management to benefit Lowe's Customers and the Lowe's enterprise overall. This includes confronting tough people situations, identifying performance challenges, establishing effective performance expectations and responding to and communicating changing business conditions and needs. In addition, the Central Selling Supervisor must deliver ongoing coaching and development to direct reports in a fast-paced environment while maintaining engagement across the team. This requires a proactive approach to identifying and addressing opportunities as well as sharing wins and successes to foster open dialogue between team members and management. The Central Selling Supervisor must be fluent in their ability to evaluate reports for accuracy and completeness, discover issues, reach out to get information needed, and effectively communicate information to the team.

Requirements

High School or GED and 3-5 Years Team leadership or coaching, with or without direct report responsibility or a formal supervisory title
1-2 Years of Experience Call center, Office administrative, High volume retail, Service support, or similar work environment

Nice To Haves

Bachelor’s Degree
Experience in remodeling or construction industry.
Experience in a sales role or participating in the sales process (e.g., creating quotes, project specs, creating kitchen designs in 2020, etc.)
Lowe's store experience
Experience using MS Dynamics or similar CRM (Customer Relationship Management) tool.
Demonstrated experience in training, developing and mentoring a large team (i.e., 10+ employees)
1-2 Years Experience in supervising a Sales team

Responsibilities

Drives execution of specific Sales and Support Coordinator activities in support of the Central Selling sales model.
Provides feedback to leadership team regarding process, program, or system opportunities.
Serves as Subject Matter Expert for the development of best practices as well as process and procedure documentation
Leads selected initiatives or projects as assigned by the Manager.
Makes real-time decisions regarding specific Sales and Support Coordinator, Store or Service PROvider issues
Resolves escalated issues within defined parameters and elevates issues when appropriate.
Analyzes reports to determine individual associate and team priorities
Monitors each Sales and Support Coordinator’s performance (real-time and historical) to identify individual performance and training needs and works to identify trends that indicate potential group performance or training needs.
Provides real-time and regularly scheduled feedback and coaching to Sales and Support Coordinators.
Makes hiring decisions with Manager for team vacancies and works with HR to execute a strategy to recruit and fill open positions.
Motivates and engages associates by being accessible, seeking feedback, and creating recognition programs.
Serves as “Manager on Duty,” with responsibility for overseeing the entire workforce; this includes monitoring productivity, serving as a resource, addressing real-time performance or conduct needs, etc.
Interacts with Stores and field leadership to answer questions and resolve issues related to quote or Service PROvider.
Provides feedback to leadership to help stores set expectations and qualify customers up front when selling the detail.
Collaborates with the Installation Sales Team, Stores, Service PROviders and other key business partners to identify and address opportunities to improve the Central Selling sales model.
Looks for ways to improve the customer experience by understanding the Central Selling model and offering ways to make it easier and more efficient for everyone involved or impacted by the process.
Provides feedback regarding trends to help address opportunities to improve and streamline the design process.
Acts as backup for peer assigned areas as needed.
Acts as a liaison in identifying trends and resolving escalated customer and business partners concerns.
Provides continuous development and training for Sales and Support Coordinators.
Responsible for ensuring the successful onboarding of new associates within the department and continuing their training and development post initial training completion.
Responsible for driving and delivering sales performance within your assigned region.
Serves as the main point of contact for associates and designers as challenges arise around sales projects.