Front End Department Supervisor

Lowe's Companies, Inc.•Arlington, TX

About The Position

The Front End Department Supervisor leads team members, maintains staffing coverage based on customer demand, coaches and develops associates, and supports effective customer service and department operations. The role monitors operational performance, addresses barriers, responds to unexpected staffing or delivery events, and promotes safety, security, and shrink prevention. The supervisor recommends process improvements and builds collaborative relationships across the store. At locations without a Fulfillment Department Supervisor, this position also oversees front-end and fulfillment activities, including checkout, returns, pickup, delivery, and order fulfillment. Responsibilities include allocating headcount, monitoring service desk and order readiness, investigating shortages or overages, handling cash deposits and register transactions, training across store areas, and preparing and loading merchandise when needed. As Manager-on-Duty, the supervisor provides store-wide leadership over engagement, customer service, staffing, and operational efficiency. This includes walking the store, coaching associates, shifting staff to high-traffic areas, managing responses to call buttons, maintaining clean and safe aisles, handing off shift observations, and directing non-MOD activities to appropriate leaders. Other duties may be assigned.

Requirements

High school diploma or GED in General Studies, or equivalent years of experience in lieu of the education requirement where 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 maintain staffing coverage based on customer demand, redeploying staff when needed.
Participate in interviews and provide input into selection decisions for associates in the assigned area.
Connect with team members about challenges and elevate issues when necessary.
Provide timely feedback and performance coaching; redirect ineffective behavior and partner with the ASM when formal discipline is needed.
Encourage sharing of ideas and best practices for customer service and support activities.
Empower team members to make decisions while providing guidance and recognition.
Support associate growth and development through coaching and regular performance feedback.
Identify associate relations concerns and take appropriate action, including escalation to senior management or HR.
Coach the team on proper processes and operational efficiency, and maintain department areas that support customer service and sales.
Monitor team performance against operational metrics and address barriers to processes or customer experience.
Respond to unexpected events by reprioritizing tasks.
Monitor safe use of store power equipment and address violations.
Promote safety, security, and shrink prevention by securing and monitoring doors and gates, reporting suspected theft, and protecting inventory integrity.
Conduct daily safety reviews, identify hazards, keep areas clean and organized, and monitor for theft or security risks.
Recommend strategies to reduce unproductive time, waste, and product loss; analyze operations to reduce impacts on customers.
Seek feedback and self-development opportunities, maintain cross-functional relationships, and adapt to work challenges and organizational change.
Where there is no Fulfillment Department Supervisor, oversee and improve front-end and fulfillment activities, including checkouts, returns, overrides, till audits, Pro fulfillment, in-store pickup, and delivery picking, staging, and fulfillment.
Ensure the front-end support team greets customers, answers phones, responds to inquiries, and addresses customer concerns.
Allocate appropriate headcount according to customer demand across fulfillment, checkout, and administrative functions.
Research register shortages or overages, deposit cash in the bank, and handle register pulls and loans.
Monitor and support Customer Service desk activity as needed.
Validate delivery order readiness and communications; research and monitor short picks; and ensure orders are picked and staged on time.
Cross-train in other store areas to support customer service and receive and direct calls appropriately.
Walk fulfillment areas, bays, and inventory to ensure they are clean and safe.
Pull, prepare, inspect, stage, and load merchandise for customers, contractors, and delivery orders according to invoices or loading tickets, using power equipment when needed.
Validate items carried into and out of the store when appropriate.
As Manager-on-Duty, provide store-wide leadership for engagement, customer service, staffing, and operational efficiency.
Observe customer and associate interactions during store walks and provide in-the-moment coaching.
Ensure associates are prepared to provide quality sales and service and ensure Specialty and Pro areas are properly staffed for customer traffic.
Shift associates to areas of high customer traffic or department hotspots as needed and manage associate responses to call buttons.
Ensure aisles are clean, safe, and free of clutter; hand off shift observations to the next MOD.
Direct non-MOD activities, including customer complaints, management approvals, and opening or closing activities, to appropriate leaders.
Perform other duties as assigned.