Front End Department Supervisor

Lowe's Companies, Inc.•Erie, PA

About The Position

The Front End Department Supervisor leads team members and oversees customer service, staffing, operational performance, safety, and process efficiency in the front-end department. The role provides coaching and feedback, supports associate development, addresses team concerns, and collaborates with cross-functional partners. It monitors operational metrics and customer experience, responds to unexpected staffing or delivery events, and promotes safe use of store power equipment, security, and shrink prevention. At locations without a Fulfillment Department Supervisor, the role also oversees fulfillment activities, including pickup, delivery, staging, and order readiness. It may involve handling merchandise and using power equipment. The supervisor may also serve as Manager-on-Duty, providing store-wide leadership for customer service, staffing, associate engagement, and operational efficiency. 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 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, maintain coverage for customer demand, and redeploy staff as needed.
Participate in interviews and provide input into selection decisions for associates in the assigned area.
Connect with team members to understand challenges and elevate issues when necessary.
Provide timely feedback, performance coaching, recognition, and guidance; partner with the ASM when formal discipline is needed.
Encourage sharing of customer-service ideas and best practices, and support associate growth and development.
Identify associate-relations concerns and take appropriate action, including escalating concerns to senior management or HR.
Coach the team in proper processes and operational efficiency, monitor performance metrics, and address barriers to operations or customer experience.
Respond to unexpected events by reprioritizing tasks.
Monitor safe use of store power equipment and address violations.
Promote safety, security, and shrink prevention, including securing and monitoring doors and gates, reporting signs of theft, and maintaining inventory integrity.
Conduct daily safety reviews, identify hazards, maintain clean and organized areas, and monitor for 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, maintain cross-functional relationships, and adapt effectively to challenges and organizational change.
Where there is no Fulfillment Department Supervisor, oversee front-end and fulfillment activities, including checkouts, 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 addresses customer concerns.
Allocate appropriate staffing based on demand across fulfillment and front-end functions.
Research cash 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, 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 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, and ensure Specialty and Pro areas are staffed appropriately for customer traffic.
Shift associates to areas of high customer traffic or department hotspots and manage associate responses to call buttons.
Validate that aisles are clean, safe, and free of clutter; hand off shift observations to the next Manager-on-Duty.
Route non-Manager-on-Duty activities, including customer complaints, management approvals, and opening or closing activities, to the appropriate leaders.
Perform other duties as assigned.