Front End Department Supervisor

Lowe's Home Centers•Cicero, NY

About The Position

The Front End Department Supervisor leads associates and oversees department operations to deliver customer service, sales, safety, and operational efficiency. The role assigns and redeploys staff, coaches and develops associates, provides feedback and recognition, addresses associate concerns, and collaborates with cross-functional partners. The supervisor monitors operational performance, identifies and resolves process and customer-experience barriers, responds to unexpected staffing or delivery events, and maintains safety, security, and shrink-prevention practices. At locations without a Fulfillment Department Supervisor, the role also oversees front-end and fulfillment activities, staffing, order readiness and timeliness, customer support, cash handling, and merchandise preparation and loading. The supervisor cross-trains in other store areas and may use power equipment when needed. As Manager-on-Duty, the supervisor provides leadership across the store, supports customer service and staffing, coaches associates, adjusts coverage to meet customer traffic, maintains safe and clear aisles, and hands off observations to the next Manager-on-Duty. Other duties may be assigned.

Requirements

High school diploma or GED; General Studies or equivalent years of experience may substitute for the education requirement, if applicable.
Four years of experience in a retail environment, or five years of retail experience if the education requirement is not met.
Experience providing direction or supervision to teams, with or without direct-report responsibility.
Experience supporting or participating in training, mentoring, and developing associates.
Experience working cross-functionally.
Experience using Microsoft Office Suite.
Ability to obtain sales-related licensure or registration as required by law.

Nice To Haves

Experience supporting front-end or back-end operations in a retail environment.
Experience in a customer service role.
Experience in a leadership role with direct-report responsibility.
Experience in the home improvement retail sector.
Experience in a fast-paced, dynamic retail environment.
Experience in a key-carrying role with Manager-on-Duty responsibilities.
Experience using store computer systems, including Project Tool, Genesis, Sterling, M2O, or Thin Client.

Responsibilities

Assign team members to activities and ensure staffing coverage meets customer demand; redeploy associates when needed.
Participate in interviews and provide input into selection decisions for associates in the assigned area.
Connect with team members, provide timely feedback and performance coaching, recognize accomplishments, and support associate growth and development.
Address associate relations concerns and elevate issues to senior management or Human Resources when appropriate.
Coach the team on proper processes and operational efficiency, and drive achievement of operational performance metrics.
Identify operational or customer-experience barriers, communicate them, and implement timely solutions.
Respond to unexpected events, such as callouts, no-shows, and unscheduled deliveries, by reprioritizing tasks.
Monitor safe use of store power equipment and address violations.
Promote safety, security, and shrink prevention; secure and monitor doors and gates, report suspected theft, and protect inventory and shrink-budget integrity.
Conduct daily safety reviews, identify hazards, maintain clean and organized areas, and monitor for theft or security risks.
Recommend strategies to reduce unproductive time, waste, product loss, and operational impact on customers.
Seek feedback and self-development opportunities, build collaborative relationships, and adapt effectively to work challenges and organizational change.
Where there is no Fulfillment Department Supervisor, oversee and improve front-end and fulfillment operations, including checkouts, returns, overrides, till audits, pickup, installation, delivery picking, staging, and fulfillment.
Ensure front-end support associates greet customers, answer phones, respond to inquiries, and address customer concerns.
Allocate appropriate staffing to fulfillment functions and front-end registers, service desks, head cashier posts, and the money room according to customer demand.
Research shortages or overages, deposit cash in the bank, and handle register pulls and loans.
Monitor Customer Service desk activity and support it when needed.
Validate delivery-order readiness and communications, research and monitor short picks, and ensure orders are picked and staged on time.
Cross-functionally train in other store areas to support customer service.
Receive and direct calls appropriately for customers and associates.
Inspect fulfillment areas, bays, and inventory for cleanliness and safety; pull, prepare, inspect, stage, and load merchandise for customers, contractors, and delivery orders, using power equipment when needed.
Validate items being carried into and out of the store when appropriate.
As Manager-on-Duty, lead store engagement, customer service, staffing, and operational efficiency; observe interactions and provide in-the-moment coaching.
Ensure associates are equipped to deliver quality sales and service and that Specialty and Pro areas are staffed for customer traffic.
Shift associates to high-traffic areas or department hotspots as needed and manage associate responses to call buttons.
Keep aisles clean, safe, and free of clutter; hand off shift observations to the next Manager-on-Duty.
Direct non-Manager-on-Duty activities, including customer complaints, management approvals, and opening or closing activities, to appropriate leaders.
Perform 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 time, and volunteer time.
Flexible spending accounts and health savings accounts.
401(k) retirement account with company match.
Employee Assistance Program with concierge and work/life services and no-cost counseling.
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, may include annual bonuses, employee stock purchase plan and/or deferred compensation plan enrollment, and grant awards.
Learning and development opportunities.