Front End Department Supervisor

Lowe's Companies, Inc.•Framingham, MA

10d•$27 - $28

About The Position

The Front End Department Supervisor leads and develops associates, supports operational excellence, maintains safe and secure department operations, and drives customer service and sales. The supervisor assigns and adjusts staffing, coaches and recognizes associates, addresses team concerns, and works with partners and management to resolve issues. They monitor operational performance, identify barriers, respond to changing business needs, and recommend improvements that reduce waste and improve the customer experience. In locations without a Fulfillment Department Supervisor, the role also oversees front-end and fulfillment activities, including checkout, returns, order picking and staging, and delivery readiness. The supervisor allocates staff according to demand, researches register shortages or overages, supports customer service, and helps ensure orders are fulfilled on time. They may cross-train in other store areas and handle merchandise preparation and loading, including use of power equipment when needed. As Manager-on-Duty, the supervisor provides store-wide leadership over engagement, customer service, staffing, and operational efficiency. They observe and coach associates, adjust staffing to customer traffic, manage call-button responses, maintain safe and clear aisles, hand off observations to the next MOD, and route 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, 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 adjust staffing to meet customer demand.
Participate in interviews and provide input on selection decisions for associates in the assigned area, as needed.
Connect with associates to understand challenges and elevate issues when necessary.
Provide timely feedback, performance coaching, recognition, and guidance; partner with the ASM when formal disciplinary action is needed.
Encourage associates to share ideas and best practices, and support their growth and development.
Identify associate-relations concerns and take appropriate action, including escalation to senior management or HR.
Coach the team on proper processes and operational efficiencies that support 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 use of store power equipment and address violations.
Maintain safety, security, and shrink-prevention practices, including securing and monitoring doors and gates and reporting suspected theft.
Conduct daily safety reviews, identify hazards, keep areas clean and organized, and monitor for security risks.
Recommend strategies to reduce unproductive time, waste, or product loss, and analyze operations for ways to reduce customer impact.
Seek performance feedback and pursue self-development; build collaborative cross-functional relationships and adapt to 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, 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 to front-end and fulfillment functions based on customer demand.
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 support customer service and receive and direct calls appropriately.
Walk fulfillment areas, bays, or 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 being 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 and provide in-the-moment coaching; ensure associates are equipped to deliver quality sales and service.
Ensure Specialty and Pro areas are staffed appropriately, engage with customers, and drive sales; shift associates to high-traffic areas or department hotspots as needed.
Manage associate responses to call buttons and ensure aisles remain clean, safe, and free of clutter.
Hand off shift observations to the next MOD and route non-MOD activities to appropriate leaders.
Perform other duties as assigned.

Benefits

Health, dental, and vision insurance.
Life and disability insurance.
Paid time off, including vacation, holidays, sick time, and volunteer time, based on role, tenure, and locality.
Flexible spending 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, including annual bonuses, employee stock purchase plan and/or deferred compensation plan enrollment, and grant awards.
Learning and development opportunities.