• Job Description

  Req#: JR-02161794

  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
  
  Responsibilities Specific to the Front End & Fulfillment Department Supervisor
  
  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 and fulfillment team greets customers, answers phones, 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 ( e.g. Garden, Pro, and Front register areas, Customer Service and Returns Desks, Head Cashier posts, Money Room) for front end.
  
  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 monitor status
  
  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
  
  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.

• About the company

  Lowe’s grew from one small-town hardware store in North Carolina to one of the largest home improvement retailers in the world. Then and now, we’re committed to helping homeowners, renters and pros improve their homes and businesses.

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