Front End Department Supervisor

Lowe's Companies, Inc.•Lowell, MA

3d•$27 - $28

About The Position

The Front End Department Supervisor leads front-end department associates, assigns work and maintains staffing coverage based on customer demand. The role coaches and develops associates, provides performance feedback and recognition, addresses team challenges and associate-relations concerns, and works with partners or senior leaders when appropriate. The supervisor promotes safe, efficient operations, monitors performance metrics, responds to operational disruptions, and identifies ways to improve processes and the customer experience. The position also includes Manager-on-Duty responsibilities, providing store-wide leadership, customer service support, staffing coordination, and operational oversight. At locations without a Fulfillment Department Supervisor, the role also oversees fulfillment activities alongside front-end operations. This includes allocating staff, monitoring order readiness and timeliness, supporting pickup, delivery, installation and Pro fulfillment, researching shortages or overages, and preparing and loading merchandise when needed. The supervisor may use power equipment and conducts walks to maintain clean, safe work areas. 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 department coverage according to customer demand, redeploying staff when needed.
May participate in interviews and provide input on selection decisions for associates in the assigned area.
Connect with team members daily, identify challenges and elevate issues when necessary.
Provide timely feedback and performance coaching, address ineffective behavior, and partner with the Assistant Store Manager when formal discipline is needed.
Encourage team members to share ideas and best practices for customer service and operational support.
Empower associates to make decisions, provide guidance, recognize accomplishments and support their development through coaching and feedback.
Identify associate-relations concerns and take appropriate action, including escalating concerns to senior management or Human Resources.
Coach the team to follow processes, achieve operational efficiencies, and maintain department areas prepared 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, such as absences or unscheduled deliveries, by reprioritizing tasks.
Monitor safe use of store power equipment and address violations.
Maintain focus on safety, security and shrink prevention, including securing and monitoring doors and gates, reporting suspected theft, and protecting inventory and shrink budget integrity.
Conduct daily safety reviews, identify hazards, maintain clean and organized store areas, and monitor for security risks.
Recommend and encourage strategies to reduce unproductive time, waste and product loss; analyze operations to reduce impacts on customers.
Seek performance feedback, pursue self-development and build collaborative cross-functional relationships.
Adapt effectively to work challenges and organizational change, setting an example for others.
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, installation, and delivery picking, staging and fulfillment.
Ensure front-end support associates greet customers, answer phones, respond to inquiries and proactively address concerns.
Allocate appropriate staffing based on customer demand across fulfillment functions and front-end checkout and administrative 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 confirm orders are picked and staged on time.
Cross-functionally train in other store areas to support customer service.
Receive and direct calls appropriately for customers and associates.
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.
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 high-traffic areas or department hotspots as needed and manage associate responses to call buttons.
Ensure aisles remain clean, safe and free of clutter.
Provide an in-person handoff of shift observations to the next Manager-on-Duty.
Direct non-MOD activities, such as customer complaints, management approvals and opening or closing activities, to the appropriate leaders.
Perform other duties as assigned.

Benefits

Health insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Paid time off, including vacation, holidays, sick 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, including work/life services and no-cost counseling
Education support programs, including tuition assistance and trade skills scholarships
Maternity and parental leave
Adoption assistance
Associate discount and broad discount platform
Annual bonuses, based on eligibility
Employee Stock Purchase Plan, based on eligibility
Deferred compensation plan, based on eligibility
Grant awards, based on eligibility
Business Travel Accident insurance
Learning and development opportunities
Wellness programs