Front End Department Supervisor

Lowe's Companies, Inc.•Beaufort, SC

About The Position

The Front End Department Supervisor leads front-end associates and oversees department staffing, customer service, operational performance, safety, and continuous improvement. The role provides coaching, feedback, recognition, and development support; addresses associate concerns; and works with partners and management to maintain effective operations. Depending on the location, the supervisor may also oversee fulfillment activities, including order picking, staging, delivery readiness, and pickup operations. The position also includes Manager-on-Duty responsibilities, providing store-wide leadership, customer and associate support, staffing adjustments, and shift handoffs. 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, if applicable.
Four years of retail experience, 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 adjust staffing to meet customer demand and department needs.
Participate in interviews and provide input into selection decisions for associates in the assigned area.
Connect with team members daily, identify challenges, and elevate issues when needed.
Provide timely feedback, performance coaching, redirection, and recognition; partner with the ASM when formal disciplinary action is needed.
Encourage idea-sharing and empower associates to make decisions while providing guidance.
Support associate growth and development through coaching and regular performance feedback.
Identify associate relations concerns and take appropriate action, including escalating concerns to senior management or HR.
Coach the team in proper processes and operational efficiencies to prepare department areas for customer service and sales.
Monitor and drive achievement of operational performance metrics.
Identify barriers to operational processes or the customer experience, communicate them, and implement timely solutions.
Respond to unexpected events by reprioritizing tasks.
Monitor safe operation of store power equipment and address violations.
Maintain safety, security, and shrink-prevention practices, including monitoring doors and gates, reporting suspected theft, and protecting inventory and shrink budget 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; encourage the team to do the same.
Analyze operational activities and identify ways to reduce impacts on customers.
Seek performance feedback and pursue self-development opportunities.
Build and maintain collaborative relationships with cross-functional partners.
Model adaptability when responding to work challenges and organizational change.
Where there is no Fulfillment Department Supervisor, oversee front-end and fulfillment activities, including checkouts, returns, overrides, till audits, Pro fulfillment, in-store pickup, installation, and delivery picking, staging, and fulfillment.
Ensure front-end support associates greet customers, answer phones, respond to inquiries, and address customer concerns.
Allocate appropriate headcount based on customer demand across fulfillment and front-end functions, including Pro, installation, delivery, pickup, checkout, customer service, returns, head cashier, and money room areas.
Research register shortages or overages, deposit cash in the bank, and handle register pulls and loans.
Monitor customer service desk activity and provide support when 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 help deliver customer service.
Receive and direct calls appropriately for customers and associates.
Walk fulfillment areas, bays, or inventory to ensure areas 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 being carried into and out of the store when appropriate.
As Manager-on-Duty, provide store leadership and drive engagement, customer service, staffing, and operational efficiency.
Walk the store, observe customer and associate interactions, and provide in-the-moment coaching.
Ensure associates are equipped and prepared to deliver quality sales and service.
Ensure Specialty and Pro areas are staffed for customer traffic, engage with customers, and drive sales.
Shift associates to areas of high customer traffic or department hotspots as needed.
Manage associate responses to call buttons.
Ensure aisles remain clean, safe, and free of clutter.
Hand off shift observations in person to the next Manager-on-Duty.
Direct non-MOD activities, such as customer complaints, management approvals, and opening and closing activities, to appropriate non-MOD leaders.
Perform other duties as assigned.