What You Will Do
- 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
Minimum Qualifications
- High School diploma or GED General Studies 3-5 Years 4 Years of Experience in a retail environment (or 5 years of experience in a retail environment if education requirement is not met)
- Experience providing direction or supervision to teams (with or without direct report responsibility)
- Experience supporting or participating in the process of 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
Preferred Skills/Education
- Experience supporting front-end or back-end operations in a retail environment
- Experience in customer service role
- Experience in a leadership role with direct report responsibility
- Experience working in the home improvement retail sector
- Experience working in a fast paced, dynamic retail environment
- Experience in key carrying role with manager-on-duty responsibilities
- Experience using store computer systems (including but not limited to: Project Tool, Genesis, Sterling, M2O, Thin Client, etc.).
About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.
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.
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
