Front End Department Supervisor

Lowe's Companies, Inc.•Murray, UT

About The Position

The Front End Department Supervisor leads the front-end team and oversees staffing, customer service, operational performance, safety, and associate development. The supervisor assigns and redeploys team members to meet customer demand, provides coaching and feedback, supports associate growth, and addresses or escalates associate-relations concerns. The role promotes efficient operations, monitors performance metrics, removes barriers to customer service, and responds to unexpected staffing or delivery events. It also includes safety, security, and shrink-prevention responsibilities, including safe power-equipment use and daily safety reviews. In locations without a Fulfillment Department Supervisor, the role also oversees front-end and fulfillment activities. This may include checkout and returns operations, order picking and staging, delivery readiness, inventory checks, customer inquiries, register and cash procedures, and allocating staffing across front-end and fulfillment functions. The supervisor may cross-train in other store areas and pull, inspect, stage, and load merchandise, using power equipment when needed. As Manager-on-Duty, the supervisor provides leadership across the store, supports engagement and customer service, monitors staffing and operational efficiency, coaches associates in the moment, and shifts staff to meet customer traffic. The role also maintains safe, clear aisles, hands off shift observations to the next MOD, and routes 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 ensure staffing coverage meets customer demand, redeploying staff as needed.
Participate in interviews and provide input into hiring decisions for associates in the assigned area, as applicable.
Connect with team members to understand challenges and elevate issues when needed.
Provide timely feedback, coaching, recognition, and performance guidance; partner with the ASM when formal disciplinary action is needed.
Encourage team members to share ideas and best practices, empower decision-making, and foster associate growth and development.
Identify associate-relations concerns and take appropriate action, including escalation to senior management or HR.
Coach the team to follow processes, improve operational efficiency, and prepare department areas for customer service and sales.
Monitor team performance against key operational metrics and address barriers to operations or the customer experience.
Respond to unexpected events, such as callouts or unscheduled deliveries, by reprioritizing work.
Monitor safe use of store power equipment and address violations.
Maintain safety, security, and shrink prevention, including secured doors and gates, reporting suspected theft, and protecting inventory and shrink-budget integrity.
Conduct daily safety reviews, identify hazards, maintain clean and organized areas, and monitor for theft or security risks.
Recommend strategies to reduce unproductive time, waste, and product loss; analyze operations to reduce customer impact.
Seek performance feedback, pursue self-development, build collaborative cross-functional relationships, and adapt to work challenges and organizational change.
Where there is no Fulfillment Department Supervisor, oversee and improve front-end and fulfillment activities, including checkout, returns, overrides, till audits, Pro fulfillment, in-store pickup, installation, and delivery picking, staging, and fulfillment.
Ensure the front-end support team greets customers, answers phones, responds to inquiries, and proactively addresses customer concerns.
Allocate appropriate staffing to customer demand across front-end, Pro, installation, delivery, and pickup functions.
Research register shortages or overages, deposit cash in the bank, and handle register pulls and loans.
Monitor and support Customer Service desk activity as 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 areas 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, observe customer and associate interactions, and deliver in-the-moment coaching.
Ensure associates are equipped to deliver quality sales and service and that Specialty and Pro areas are staffed for customer traffic.
Shift associates to areas with high customer traffic or department hotspots and manage associate responses to call buttons.
Ensure aisles are clean, safe, and free of clutter; hand off shift observations to the next MOD.
Route non-MOD activities, including customer complaints, management approvals, and opening or closing activities, to appropriate leaders.
Perform other duties as assigned.