Front End Department Supervisor

Lowe's Home Centers • Front Royal, VA

1d • Onsite

About The Position

The Front End Department Supervisor is responsible for leading a team to ensure operational excellence and outstanding customer service. This role involves managing daily activities, coaching associates, and ensuring the department is prepared for customer needs. In locations without a Fulfillment DS, this role also oversees fulfillment activities, including order processing, staging, and customer pickup. The supervisor acts as a Manager-on-Duty (MOD) when required, providing overall store leadership, driving engagement, customer service, and operational efficiency. This includes managing staffing, responding to customer needs, ensuring safety and security, and maintaining store readiness. The role requires a proactive approach to problem-solving, continuous improvement, and cross-functional collaboration.

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.
• Connects with the team daily to understand challenges and elevates issues when necessary.
• Provides open and timely feedback and performance coaching, redirecting ineffective behavior.
• Encourages team to share ideas and best practices for delivering outstanding customer service.
• Empowers others to make decisions while providing guidance.
• Provides recognition for accomplishing goals and demonstrating effective behaviors.
• Fosters an environment of associate growth and development through coaching and feedback.
• Identifies and addresses associate relations concerns, elevating to senior management or HR when needed.
• Monitors and drives team to achieve key operational performance metrics.
• Identifies barriers to operational processes or customer experience and implements solutions.
• Responds quickly and effectively to unexpected events by reprioritizing tasks.
• Monitors the use of store power equipment, ensuring safe operation.
• Maintains a focus on safety, security, and shrink prevention.
• Conducts daily safety reviews, noting hazards, keeping areas clean and organized, and monitoring for theft or security risks.
• Recommends and encourages operational strategies to reduce waste or product loss.
• Analyzes operational activities to reduce impact on the customer.
• Seeks performance feedback and pursues self-development opportunities.
• Proactively builds and maintains collaborative relationships with cross-functional partners.
• Sets an example 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).
• Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to inquiries, and addresses concerns.
• Ensures appropriate headcount is allocated based on customer demand for fulfillment and front-end functions.
• Researches shortages or overages, deposits cash, and handles register pulls and loans.
• Monitors Customer Service desk activity, supporting when needed.
• Validates readiness of all delivery orders and communications.
• Researches and monitors short picks.
• Validates that all orders are being picked and staged on time.
• Cross-functionally trains in other areas of the store.
• Receives and directs calls appropriately.
• Conducts walks of fulfillment area, bays, or inventory to ensure clean and safe areas.
• Pulls, prepares, inspects, stages, and loads merchandise for customers, contractors, and delivery truck orders.
• Validates items being carried in and out of the store when appropriate.
• Provides full leadership over the store as Manager-on-Duty (MOD), driving engagement, customer service, and staffing and operational efficiency.
• Walks the store, observing customer/associate interaction and providing in-the-moment coaching.
• Ensures associates are equipped and prepared to deliver quality sales and service.
• Ensures Specialty and Pro areas are properly staffed for customer traffic, engaging with customers, and driving sales.
• Shifts associates to areas of high customer traffic or department hotspots as needed.
• Manages associate response to call buttons.
• Validates that aisles remain clean, safe, and free of clutter.
• Hands off shift observations in-person to the next MOD.
• Funnels non-MOD activities to appropriate non-MOD leaders.

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
• 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
• Annual bonuses
• Enrollment in Lowe's Employee Stock Purchase Plan and/or deferred compensation plan
• Grant awards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED