Front End Department Supervisor

Lowe's Home Centers•Westminster, CO

About The Position

The Front End Department Supervisor leads and coaches associates to deliver customer service, maintain operational efficiency, and meet performance goals. The role assigns work and ensures staffing coverage, gives regular feedback and recognition, supports associate development, and addresses associate relations concerns. The supervisor monitors operational processes and metrics, responds to unexpected staffing or delivery changes, promotes safe equipment use, and helps prevent theft and inventory loss through daily safety and security practices. The position identifies opportunities to reduce waste, unproductive time, and product loss, and works collaboratively with cross-functional partners. Where the location has no Fulfillment Department Supervisor, the role also oversees front-end and fulfillment activities, including checkout, returns, order picking and staging, delivery readiness, and pickup-in-store functions. Duties may include cash handling and deposits, researching shortages or overages, monitoring order timeliness, assisting customers, and preparing and loading merchandise using power equipment when needed. As Manager-on-Duty, the supervisor provides store-wide leadership, observes and coaches associates, supports staffing and customer service, shifts associates to high-traffic areas, maintains clean and safe aisles, and hands off observations to the next MOD. The individual may also perform other duties as 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 such as Project Tool, Genesis, Sterling, M2O, or Thin Client.

Responsibilities

Assign team members to activities and ensure staffing coverage meets customer demand, redeploying associates as needed.
Participate in interviews and provide input into associate selection decisions when applicable.
Connect with team members, address challenges, provide timely feedback and coaching, recognize accomplishments, and support associate growth and development.
Address associate relations concerns and elevate them to senior management or HR when appropriate; partner with the ASM when formal discipline is needed.
Coach associates to follow proper processes, achieve operational efficiencies, and deliver customer service and sales.
Monitor operational performance metrics, identify process or customer-experience barriers, and implement or communicate timely solutions.
Respond to unexpected events such as callouts, no-shows, and unscheduled deliveries by reprioritizing tasks.
Monitor safe use of store power equipment and address violations.
Promote safety, security, and shrink prevention by securing and monitoring doors and gates, reporting suspected theft, and protecting inventory 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, and analyze operations to reduce customer impact.
Seek feedback and self-development opportunities, build cross-functional relationships, and adapt effectively to workplace challenges and organizational change.
Where there is no Fulfillment Department Supervisor, oversee and improve front-end and fulfillment activities, including checkouts, returns, overrides, till audits, Pro fulfillment, pickup-in-store, installation, and delivery picking, staging, and fulfillment.
Ensure the front-end support team greets customers, answers calls, responds to inquiries, and proactively addresses customer concerns.
Allocate appropriate staffing based on demand across fulfillment, checkout, customer service, returns, head cashier, and administrative functions.
Research 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; route calls appropriately for customers and associates.
Inspect fulfillment areas, bays, and inventory for cleanliness and safety; pull, prepare, inspect, stage, and load merchandise according to invoices or loading tickets, using power equipment when needed.
Validate items being carried into or 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 prepared to deliver quality sales and service.
Ensure Specialty and Pro areas are staffed for customer traffic, engage with customers, drive sales, and shift associates to high-traffic areas as needed.
Manage associate responses to call buttons, ensure aisles are clean and safe, hand off shift observations to the next MOD, and route non-MOD activities to appropriate leaders.
Perform other duties as assigned.