Front End Department Supervisor

Lowe's Companies, Inc.•Schenectady, NY

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 also acts as Manager-on-Duty (MOD), providing full leadership over the store during their shift, driving engagement, customer service, staffing, and operational efficiency. This includes managing associate response to customer needs, ensuring store safety and cleanliness, and handing off shift observations to the next MOD.

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 safe operation of store power equipment and addresses violations.
Maintains 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 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