Front End Department Supervisor

Lowe's Companies, Inc.•Zionsville, IN

About The Position

The Front End Department Supervisor leads associates and coordinates staffing and operational activities to meet customer demand and deliver strong customer service. The role provides day-to-day coaching, feedback, recognition, and development support; addresses associate relations concerns; promotes collaboration; and escalates issues to management or HR when appropriate. The supervisor drives operational excellence by monitoring performance metrics, reinforcing processes and safety practices, responding to unexpected staffing or delivery changes, and identifying and resolving barriers to operations and the customer experience. Responsibilities also include security and shrink prevention, safe use of store power equipment, daily safety reviews, and recommending improvements that reduce waste, product loss, or unproductive time. At locations without a Fulfillment Department Supervisor, the role also oversees front-end and fulfillment activities. These include allocating staffing, supporting customer service and checkout functions, monitoring order picking and staging, validating delivery-order readiness, managing cash-related tasks, and helping prepare and load merchandise. The position also cross-trains in other store areas and performs additional duties as assigned. As Manager-on-Duty, the supervisor provides leadership across the store, monitors customer and associate interactions, coaches in the moment, supports staffing and sales coverage, responds to call buttons, maintains clean and safe aisles, communicates shift observations to the next MOD, and routes non-MOD tasks to the appropriate leaders.

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, including Project Tool, Genesis, Sterling, M2O, or Thin Client.

Responsibilities

Assign team members to activities, maintain staffing coverage for customer demand, and redeploy associates as needed.
Participate in interviews and provide input into selection decisions for associates in the assigned area.
Connect with team members daily, identify challenges, and elevate issues when necessary.
Provide timely feedback, performance coaching, recognition, and guidance; partner with the ASM when formal disciplinary action is needed.
Encourage the sharing of ideas and best practices, empower associates to make decisions, and foster associate growth and development.
Identify associate relations concerns and take appropriate action, including escalating concerns to senior management or HR.
Coach the team on proper processes and operational efficiency, and monitor achievement of operational performance metrics.
Identify barriers to operational processes or the customer experience, communicate them, and implement 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 signs of theft, protecting inventory, and conducting daily safety reviews.
Recommend strategies to reduce unproductive time, waste, and product loss; analyze operations to reduce their impact on customers.
Seek performance feedback, pursue self-development, build cross-functional relationships, and adapt to work challenges and organizational change.
At locations without a Fulfillment Department Supervisor, oversee and improve front-end and fulfillment activities, including checkouts, returns, overrides, till audits, Pro fulfillment, in-store pickup, installation, and delivery picking, staging, and fulfillment.
Ensure front-end support associates greet customers, answer phones, respond to inquiries, and address customer concerns.
Allocate headcount to customer demand across fulfillment and front-end functions, including Pro, installation, delivery, pickup, registers, customer service, returns, head cashier posts, and the money room.
Research shortages or 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 communications, 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.
Walk fulfillment areas, bays, and 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, lead store engagement, customer service, staffing, and operational efficiency; observe interactions and coach associates in the moment.
Ensure associates are prepared to deliver quality sales and service, and that Specialty and Pro areas are staffed appropriately for customer traffic.
Shift associates to areas of high customer traffic or department hotspots, manage associate responses to call buttons, and ensure aisles are clean, safe, and uncluttered.
Hand off shift observations to the next Manager-on-Duty and route non-MOD activities to appropriate leaders.
Perform other duties as assigned.