Front End Department Supervisor

Lowe's Companies, Inc.•Willoughby, OH

About The Position

The Front End Department Supervisor leads and develops associates, supports front-end operations, and promotes customer service, sales, safety, and operational efficiency. The supervisor assigns work and ensures staffing coverage, coaches and provides feedback to associates, addresses team concerns, and collaborates with other leaders and departments. They monitor operational performance, resolve barriers, respond to changing business needs, and maintain safe, secure, clean, and organized areas. At locations without a Fulfillment Department Supervisor, this role also oversees fulfillment activities alongside front-end operations, including order picking, staging, delivery readiness, and pickup. The role may involve working with merchandise and power equipment, supporting customer interactions and service desks, and verifying merchandise movement and order accuracy. As Manager-on-Duty, the supervisor provides leadership across the store, adjusts staffing to customer demand, coaches associates in the moment, and hands off shift observations to the next MOD. 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, ensure staffing coverage meets customer demand, and redeploy associates as needed.
Participate in interviews and provide input into selection decisions for associates in the assigned area, when applicable.
Connect with team members to understand challenges and elevate issues when necessary.
Provide timely feedback and performance coaching; redirect ineffective behavior and partner with the ASM when formal disciplinary action is needed.
Encourage associates to share ideas and best practices, empower them to make decisions, and recognize accomplishments and effective behaviors.
Support associate growth and development through coaching and regular performance feedback; identify associate relations concerns and take appropriate action, including escalation to senior management or HR.
Coach the team in proper processes and operational efficiencies to keep department areas prepared for customer service and sales.
Monitor and drive achievement of operational performance metrics; identify barriers to processes or customer experience, communicate them, and implement timely solutions.
Respond to unexpected events by reprioritizing tasks.
Monitor safe use of store power equipment and address violations.
Promote safety, security, and shrink prevention; secure and monitor doors and gates, report signs of theft, and protect inventory and shrink budget integrity.
Conduct daily safety reviews, note hazards, keep areas clean and organized, and monitor for theft or security risks.
Recommend strategies to reduce unproductive time, waste, and product loss; analyze operations and reduce their impact on customers.
Seek feedback and self-development opportunities, build collaborative cross-functional relationships, and adapt effectively to work challenges and organizational change.
Where no Fulfillment Department Supervisor is present, oversee and improve front-end and fulfillment activities, including checkout, returns, overrides, till audits, Pro fulfillment, in-store pickup, and installation and delivery order picking, staging, and fulfillment.
Ensure front-end support associates greet customers, answer phones, respond to inquiries, and address customer concerns proactively.
Allocate staffing to customer demand across fulfillment and front-end functions, including Pro, installation, delivery, pickup, checkout, customer service, returns, head cashier, and money room areas.
Research cash 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-functionally train in other store areas to support customer service; receive and direct calls appropriately.
Walk fulfillment areas, bays, or inventory to ensure they 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 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 that Specialty and Pro areas are staffed appropriately for customer traffic.
Shift associates to high-traffic areas or department hotspots as needed and manage associate responses to call buttons.
Ensure aisles are clean, safe, and free of clutter; hand off shift observations to the next MOD.
Direct non-MOD activities, such as customer complaints, management approvals, and opening or closing activities, to appropriate leaders.
Perform other duties as assigned.