Front End Department Supervisor - job 2 of 2

Team Leadership Assigns team members to activities, ensuring staff coverage meets customer demands and redeploying when necessary to support needs throughout the department

May participate in interviews and provide input into selection decisions for new associates in assigned area

Connects with the team on a daily basis to understand any challenges they are facing, elevating issues when necessary

Provides open and timely feedback and performance coaching to members of team, redirecting any problematic or ineffective behavior when necessary; partners with ASM when formal disciplinary action is needed

Encourages team to share ideas and best practices for delivering outstanding customer service and accomplishing important support activities

Empowers others to make decisions while providing guidance when necessary

Provides recognition for accomplishing goals and demonstrating effective behaviors

Fosters an environment of associate growth and development, ensuring associates are confident and competent to perform their job through coaching and regular performance feedback

Identifies any associate relations concerns and takes the appropriate action as needed, including elevating concerns to senior management or HR

Operational Excellence

Empowers and coaches team to follow proper processes and achieve operational efficiencies to present department areas that are prepared and conducive to SMART customer service and sales

Monitors and drives team to achievement of key operational performance metrics

Identifies any barriers to operational processes or the customer experience and communicates those barriers and implements solutions in a timely manner

Responds quickly and effectively to unexpected events (e.g. callouts/no-shows, unscheduled deliveries) by reprioritizing tasks

Monitors the use of store power equipment, ensuring that it operated safely at all times and addressing any violations with associates

Maintains a focus on safety, security and shrink prevention by ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that steps are taken on a daily basis to maintain inventory and shrink budget integrity

Conducts daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risks

Continuous Operational Improvement

Recommends operational strategies to reduce unproductive time, waste or product loss and encourages team to do the same

Analyzes operational activities and determines ways to reduce the impact on the customer

Self Leadership

Seeks performance feedback from others and pursues self-development opportunities

Proactively builds and maintains collaborative relationships with cross-functional partners

Sets an example for others by adapting quickly and effectively to work challenges and organizational change

In locations without a Fulfillment DS, responsibilities specific to the Front-End Department Supervisor with Fulfillment oversight

Oversees and drives efficiencies in both front end and fulfillment activities (e.g. check outs, returns, overrides, till audits, Pro fulfillment, Pickup In-store, install, and delivery picking, staging, and fulfilling)

Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to customer inquiries, and proactively addresses customer concerns

Ensures that the appropriate headcount is allocated based on customer demand, to include Pro, Install, Delivery, and Pickup In Store functions for fulfillment and allocated in each check out and administrative function for front end (e.g. Garden, Pro, and Front register areas, Customer Service and Returns Desks, Head Cashier posts, Money Room).

Researches shortages or overages, deposits cash in the bank, and handles register pulls and loans

Monitors Customer Service desk activity, supporting when needed

Validates readiness of all delivery orders and communications

Researches and monitors short picks

Validates that all orders are being picked and staged on time

Cross-functionally trains in other areas of the store to help deliver the best customer service

Receives and directs calls appropriately to meet the needs of customers and associates

Conducts walks of fulfillment area, bays, or inventory to ensure clean and safe areas.

Pulls, prepares, inspects, stages, and loads merchandise for customers, contractors, and delivery truck orders according to invoice or loading ticket, using power equipment when needed

Validates items being carried in and out of the store when appropriate

In addition to the above responsibilities, this individual is held accountable for other duties as assigned

Manager-on-Duty (MOD)

Provides full leadership over the store, driving engagement, customer service, and staffing and operational efficiency

Walks the store, observing customer/associate interaction and providing in-the-moment coaching

Ensures associates are equipped and prepared to deliver quality sales and service

Ensures Specialty and Pro areas are properly staffed for customer traffic, engaging with customers, and driving sales

Shifts associates to areas of high customer traffic or department hotspots as needed

Manages associate response to call buttons

Validates that aisles remain clean, safe and free of clutter

Hands off shift observations in-person to the next MOD

Funnels non-MOD activities (e.g., customer complaints, management approvals, and other run the business activities including opening and closing the store) to appropriate non-MOD leaders

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.