Front End Service Team Supervisor

Job TitleJob DescriptionKey ResponsibilitiesTeam Leadership Assigns team members to activities, ensuring staff coverage meets customer demands and redeploying when necessary to support needs throughout the departmentMay participate in interviews and provide input into selection decisions for new associates in assigned areaConnects with the team on a daily basis to understand any challenges they are facing, elevating issues when necessaryProvides 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 neededEncourages team to share ideas and best practices for delivering outstanding customer service and accomplishing important support activitiesEmpowers others to make decisions while providing guidance when necessaryProvides recognition for accomplishing goals and demonstrating effective behaviorsFosters an environment of associate growth and development, ensuring associates are confident and competent to perform their job through coaching and regular performance feedbackIdentifies any associate relations concerns and takes the appropriate action as needed, including elevating concerns to senior management or HROperational ExcellenceEmpowers 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 salesMonitors and drives team to achievement of key operational performance metricsIdentifies any barriers to operational processes or the customer experience and communicates those barriers and implements solutions in a timely mannerResponds quickly and effectively to unexpected events (e.g. callouts/no-shows, unscheduled deliveries) by reprioritizing tasksMonitors the use of store power equipment, ensuring that it operated safely at all times and addressing any violations with associatesMaintains 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 integrityConducts daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risksContinuous Operational ImprovementRecommends operational strategies to reduce unproductive time, waste or product loss and encourages team to do the sameAnalyzes operational activities and determines ways to reduce the impact on the customerSelf LeadershipSeeks performance feedback from others and pursues self-development opportunitiesProactively builds and maintains collaborative relationships with cross-functional partnersSets an example for others by adapting quickly and effectively to work challenges and organizational changeIn locations without a Fulfillment DS, responsibilities specific to the Front-End Department Supervisor with Fulfillment oversightOversees 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 concernsEnsures 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 loansMonitors Customer Service desk activity, supporting when neededValidates readiness of all delivery orders and communicationsResearches and monitors short picksValidates that all orders are being picked and staged on timeCross-functionally trains in other areas of the store to help deliver the best customer serviceReceives and directs calls appropriately to meet the needs of customers and associatesConducts 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 neededValidates items being carried in and out of the store when appropriateIn addition to the above responsibilities, this individual is held accountable for other duties as assignedManager-on-Duty (MOD)Provides full leadership over the store, driving engagement, customer service, and staffing and operational efficiencyWalks the store, observing customer/associate interaction and providing in-the-moment coachingEnsures associates are equipped and prepared to deliver quality sales and serviceEnsures Specialty and Pro areas are properly staffed for customer traffic, engaging with customers, and driving salesShifts associates to areas of high customer traffic or department hotspots as neededManages associate response to call buttonsValidates that aisles remain clean, safe and free of clutterHands off shift observations in-person to the next MODFunnels 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 leadersRequired QualificationsHigh school diploma or GED General Studies or equivalent years of experience in lieu of education requirement, if applicable4 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 associatesExperience working cross-functionallyExperience Using Microsoft Office SuiteAbility to obtain sales related licensure or registration as may be required by lawPreferred QualificationsExperience supporting front-end or back-end operations in a retail environmentExperience in customer service roleExperience in a leadership role with direct report responsibilityExperience working in the home improvement retail sectorExperience working in a fast paced, dynamic retail environmentExperience in key carrying role with manager-on-duty responsibilitiesExperience using store computer systems (including but not limited to: Project Tool, Genesis, Sterling, M2O, Thin Client, etc.).About Lowe'sLowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2025 sales of more than $86 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. 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.