Front End Department Supervisor

Lowe's Companies, Inc.•Spartanburg, SC

19h•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 loading. Additionally, the supervisor may act as Manager-on-Duty (MOD), providing full leadership over the store, driving engagement, customer service, staffing, and operational efficiency.

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

Assign team members to activities, ensuring staff coverage meets customer demands and redeploying when necessary.
Connect with the team daily to understand challenges and elevate issues when necessary.
Provide open and timely feedback and performance coaching to team members.
Encourage team to share ideas and best practices for delivering outstanding customer service.
Empower others to make decisions while providing guidance.
Provide recognition for accomplishing goals and demonstrating effective behaviors.
Foster an environment of associate growth and development through coaching and feedback.
Identify and address associate relations concerns.
Monitor and drive team to achieve key operational performance metrics.
Identify barriers to operational processes or customer experience and implement solutions.
Respond quickly and effectively to unexpected events by reprioritizing tasks.
Maintain a focus on safety, security, and shrink prevention.
Conduct daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risks.
Recommend and encourage operational strategies to reduce unproductive time, waste, or product loss.
Analyze operational activities and determine ways to reduce the impact on the customer.
Oversee and drive 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).
Drive excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to customer inquiries, and proactively addresses customer concerns.
Ensure appropriate headcount is allocated based on customer demand for fulfillment and front-end functions.
Research shortages or overages, deposit cash, and handle register pulls and loans.
Monitor Customer Service desk activity, supporting when needed.
Validate readiness of all delivery orders and communications.
Research and monitor short picks.
Validate that all orders are being picked and staged on time.
Cross-functionally train in other areas of the store.
Receive and direct calls appropriately.
Conduct walks of fulfillment area, bays, or inventory to ensure clean and safe areas.
Pull, prepare, inspect, stage, and load merchandise for customers, contractors, and delivery truck orders.
Validate items being carried in and out of the store.
Provide full leadership over the store as Manager-on-Duty (MOD), driving engagement, customer service, and staffing and operational efficiency.
Walk the store, observing customer/associate interaction and providing in-the-moment coaching.
Ensure associates are equipped and prepared to deliver quality sales and service.
Ensure Specialty and Pro areas are properly staffed for customer traffic, engaging with customers, and driving sales.
Shift associates to areas of high customer traffic or department hotspots as needed.
Manage associate response to call buttons.
Validate that aisles remain clean, safe, and free of clutter.
Hand off shift observations in-person to the next MOD.
Funnel non-MOD activities to appropriate non-MOD leaders.