Front End Department Supervisor

Lowe's Home Centers•Willoughby, OH

About The Position

The Front End Department Supervisor leads team members and oversees customer service, operational performance, safety, and efficiency within the front-end department. The role assigns staff to activities, maintains coverage for customer demand, coaches and develops associates, provides feedback and recognition, and addresses associate-relations concerns. The supervisor monitors operational metrics, resolves barriers, responds to unexpected staffing or delivery events, and reinforces safe equipment use, security, and shrink-prevention practices. The role also identifies opportunities to reduce waste, unproductive time, and customer impact, while building collaborative relationships and adapting effectively to change. At locations without a Fulfillment Department Supervisor, this position also oversees front-end and fulfillment activities. Responsibilities include allocating staff, supporting checkout and customer-service functions, monitoring order readiness and fulfillment timing, researching shortages or overages, handling cash deposits and register pulls or loans, and ensuring fulfillment areas are clean and safe. The supervisor may pull, prepare, inspect, stage, and load merchandise, using power equipment when needed, and cross-train in other store areas. When serving as Manager-on-Duty, the supervisor provides leadership across the store, supports customer service and staffing, coaches associates, shifts staff to areas of high customer demand, manages responses to call buttons, maintains clean and safe aisles, hands off shift observations to the next MOD, and directs non-MOD activities to the 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 may be 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 staffing coverage according to customer demand, redeploying associates when necessary.
Participate in interviews and provide input into associate selection decisions when applicable.
Connect with team members to understand challenges, provide timely feedback and coaching, recognize accomplishments, and support associate growth and development.
Address associate-relations concerns and elevate issues to senior management or HR when appropriate; partner with the ASM when formal disciplinary action is needed.
Coach the team to follow processes, improve operational efficiency, meet performance metrics, and maintain areas prepared for customer service and sales.
Identify barriers to operational processes or customer experience and implement timely solutions; reprioritize work in response to unexpected events.
Monitor safe use of store power equipment and address violations.
Maintain safety, security, and shrink-prevention practices, including conducting daily safety reviews, identifying hazards, securing and monitoring doors and gates, and reporting signs of theft.
Recommend strategies to reduce unproductive time, waste, and product loss, and analyze operations to reduce customer impact.
Seek performance feedback, pursue self-development, build cross-functional relationships, and model adaptability to workplace challenges and organizational change.
Where there is no Fulfillment Department Supervisor, oversee front-end and fulfillment activities, including checkout, returns, overrides, till audits, pickup, installation, delivery picking, staging, and fulfillment.
Allocate associates to front-end and fulfillment functions based on customer demand, including registers, customer service and returns, Head Cashier posts, and the Money Room.
Support excellent customer service by ensuring the front-end team greets customers, answers calls, responds to inquiries, and addresses concerns.
Research shortages and overages, deposit cash in the bank, and handle register pulls and loans; monitor Customer Service desk activity and provide support as needed.
Validate delivery-order readiness and communication, research and monitor short picks, and ensure orders are picked and staged on time.
Cross-train in other store areas and receive and direct calls appropriately.
Conduct walks of fulfillment areas, bays, or inventory to ensure areas are clean and safe; pull, prepare, inspect, stage, and load merchandise for customer, contractor, and delivery orders, using power equipment when needed.
Validate items carried into and out of the store when appropriate.
As Manager-on-Duty, provide store-wide leadership over engagement, customer service, staffing, and operational efficiency; observe interactions and coach associates in the moment.
Ensure associates are prepared to provide quality sales and service, and that Specialty and Pro areas are staffed appropriately for customer traffic.
Shift associates to areas with high customer traffic or department hotspots, manage responses to call buttons, and ensure aisles remain clean, safe, and free of clutter.
Hand off shift observations in person to the next MOD and direct non-MOD activities to appropriate leaders.
Perform other duties as assigned.