Front End Department Supervisor

Lowe's Companies, Inc.•Delran, NJ

22h•Onsite

About The Position

The Front End Department Supervisor at Lowe's is responsible for leading a team, ensuring operational excellence, and driving continuous improvement within the front-end department. This includes assigning tasks, providing feedback and coaching, fostering associate growth, and addressing associate relations concerns. The role involves monitoring key operational metrics, identifying and resolving barriers to customer experience, and responding to unexpected events. Safety, security, and shrink prevention are also key focuses. In locations without a Fulfillment DS, the supervisor oversees both front-end and fulfillment activities, ensuring efficient check-outs, returns, order picking, staging, and customer service. The supervisor also performs Manager-on-Duty (MOD) responsibilities, providing overall store leadership, driving engagement, customer service, and operational efficiency, and managing associate responses and store conditions. Lowe's is a FORTUNE® 100 home improvement company with approximately 300,000 associates, committed to community support through programs focused on housing, community spaces, skilled trades development, and disaster relief. The company offers exceptional benefits and opportunities for associate growth.

Requirements

High school diploma or GED
4 Years of 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
Experience Using Microsoft Office Suite
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 in key carrying role with manager-on-duty responsibilities
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 to support needs throughout the department
May participate in interviews and provide input into selection decisions for new associates in assigned area
Connects with the team on a daily basis to understand any challenges they are facing, elevating issues when necessary
Provides open and timely feedback and performance coaching to members of team, redirecting any problematic or ineffective behavior when necessary; partners with ASM when formal disciplinary action is needed
Encourages team to share ideas and best practices for delivering outstanding customer service and accomplishing important support activities
Empowers others to make decisions while providing guidance when necessary
Provides recognition for accomplishing goals and demonstrating effective behaviors
Fosters an environment of associate growth and development, ensuring associates are confident and competent to perform their job through coaching and regular performance feedback
Identifies any associate relations concerns and takes the appropriate action as needed, including elevating concerns to senior management or HR
Empowers and coaches team to follow proper processes and achieve operational efficiencies to present department areas that are prepared and conducive to SMART customer service and sales
Monitors and drives team to achievement of key operational performance metrics
Identifies any barriers to operational processes or the customer experience and communicates those barriers and implements solutions in a timely manner
Responds quickly and effectively to unexpected events (e.g. callouts/no-shows, unscheduled deliveries) by reprioritizing tasks
Monitors the use of store power equipment, ensuring that it operated safely at all times and addressing any violations with associates
Maintains a focus on safety, security and shrink prevention by ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that steps are taken on a daily basis to maintain inventory and shrink budget integrity
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 and encourages team to do the same
Analyzes operational activities and determines ways to reduce the impact on the customer
Seeks performance feedback from others and pursues self-development opportunities
Proactively builds and maintains collaborative relationships with cross-functional partners
Sets an example for others by adapting quickly and effectively to work challenges and organizational change
Oversees and drives efficiencies in both front end and fulfillment activities (e.g. check outs, returns, overrides, till audits, Pro fulfillment, Pickup In-store, install, and delivery picking, staging, and fulfilling) in locations without a Fulfillment DS
Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to customer inquiries, and proactively addresses customer concerns in locations without a Fulfillment DS
Ensures that the appropriate headcount is allocated based on customer demand, to include Pro, Install, Delivery, and Pickup In Store functions for fulfillment and allocated in each check out and administrative function for front end (e.g. Garden, Pro, and Front register areas, Customer Service and Returns Desks, Head Cashier posts, Money Room) in locations without a Fulfillment DS
Researches shortages or overages, deposits cash in the bank, and handles register pulls and loans in locations without a Fulfillment DS
Monitors Customer Service desk activity, supporting when needed in locations without a Fulfillment DS
Validates readiness of all delivery orders and communications in locations without a Fulfillment DS
Researches and monitors short picks in locations without a Fulfillment DS
Validates that all orders are being picked and staged on time in locations without a Fulfillment DS
Cross-functionally trains in other areas of the store to help deliver the best customer service in locations without a Fulfillment DS
Receives and directs calls appropriately to meet the needs of customers and associates in locations without a Fulfillment DS
Conducts walks of fulfillment area, bays, or inventory to ensure clean and safe areas in locations without a Fulfillment DS
Pulls, prepares, inspects, stages, and loads merchandise for customers, contractors, and delivery truck orders according to invoice or loading ticket, using power equipment when needed in locations without a Fulfillment DS
Validates items being carried in and out of the store when appropriate in locations without a Fulfillment DS
Provides full leadership over the store, driving engagement, customer service, and staffing and operational efficiency as Manager-on-Duty (MOD)
Walks the store, observing customer/associate interaction and providing in-the-moment coaching as Manager-on-Duty (MOD)
Ensures associates are equipped and prepared to deliver quality sales and service as Manager-on-Duty (MOD)
Ensures Specialty and Pro areas are properly staffed for customer traffic, engaging with customers, and driving sales as Manager-on-Duty (MOD)
Shifts associates to areas of high customer traffic or department hotspots as needed as Manager-on-Duty (MOD)
Manages associate response to call buttons as Manager-on-Duty (MOD)
Validates that aisles remain clean, safe and free of clutter as Manager-on-Duty (MOD)
Hands off shift observations in-person to the next MOD as Manager-on-Duty (MOD)
Funnels non-MOD activities (e.g., customer complaints, management approvals, and other run the business activities including opening and closing the store) to appropriate non-MOD leaders as Manager-on-Duty (MOD)
Accountable for other duties as assigned

Benefits

Health, Dental and Vision insurance
Life and Disability insurance
Paid time off based on role, tenure, and locality, including vacation, holidays, sick and volunteer time
Flexible spending and health savings accounts
401(k) Retirement account with company match
Employee Assistance Program with concierge, work/life services and no-cost counseling for all kinds of needs
Education support programs, including tuition assistance and trade skills scholarships
Business Travel Accident insurance
Maternity and Parental leave
Adoption assistance
Lowe's Associate Discount and broad discount platform
Other discretionary benefits (based on eligibility) include annual bonuses, enrollment in Lowe's Employee Stock Purchase Plan and/or deferred compensation plan, and grant awards