Department Supervisor - Hardware Tools

I. Job Summary:

All Lowe’s associates deliver quality customer service while maintaining a store that is clean, safe, and stocked with the products our customers need. As a Sales Floor Department (Dept) Supervisor, this means:

• Providing resources and tools to support those directly helping customers provide the best service.
• Assisting with down stocking and area recovery as well as providing input into merchandising decisions.
• Monitoring use of store power equipment and coaching employees on safe behaviors and lifting techniques.

The Sales Floor Dept Supervisor is primarily responsible for leading and enabling a team of associates to deliver the best possible customer experience in the store. This includes coaching and training associates, delegating, following-up on daily tasks, managing performance, and ensuring adequate department coverage. Sales Floor Dept Supervisors are responsible for customer-facing activities (e.g., greeting customers, clarifying needs and identifying solutions, closing sales), non-customer-facing activities (e.g., down stocking, inventory management, area recovery) and store safety (e.g., conducting safety walks, reporting hazards, understanding safety and lifting directions).

The Sales Floor Dept Supervisor works with ASMs to identify approaches and behaviors that best meet sales and service objectives, then communicates those best practices to the team in a way that inspires engaging, customer-focused behavior and goal attainment. Further, the Sales Floor Dept Supervisor must supervise associates in other departments, as needed, to meet the demands of the store. This requires broad product knowledge and the ability to engage associates and customers across departments. It is important that this associate communicate upward to keep management informed of concerns, issues, praises, and morale.

In addition to the responsibilities summarized above, individuals in this role may occasionally open or close the store or serve as manager-on-duty (MOD).

Travel Requirements: This role does not regular travel; however, this role may need to travel on occasion to meetings, trainings, or to support neighboring stores.

II. Essential Responsibilities:
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.
• Connects with the team on a daily basis to understand any challenges they are facing, elevating issues when necessary; partners with ASM when formal disciplinary action is needed.
• Provides open and timely feedback and performance coaching to members of team, redirecting any problematic or ineffective behavior when necessary.
• 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.

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• 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.

Service Standards

• Ensures that areas of responsibility are always customer ready with full shelves and aisles that are clean and safe for shopping; includes down stocking, area recovery, and inventory management.
• Provides input into merchandising decisions to store senior leadership team to ensure the store carries the right products for the local market.
• Provides direction and models sales and SMART behaviors in a way that creates a customer-centric shopping environment.
• Instills in his/her team the importance of being engaging and approachable to customers.
• Ensures Order Management items are current and complete, retrieving relevant information and following up with associates when necessary.
• Ensures sales areas are clean, well-organized, and representative of the Lowe’s brand.
• Anticipates and plans for high service times (times of the day, week, year, etc.) in advance in order to minimize the impact felt by the customer.
• Ensures that sales and service interactions are well-balanced across customers (e.g., associates are not spending a majority of time with one or a few customers to the detriment of other customers).
• 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 Improvement

• Spends time on the sales floor watching how sales and service behaviors are impacting customers and uses information to test ideas, provide feedback and training, and adjust approaches.
• Gathers feedback from peers and superiors and shares ideas with others on ways to enhance customer service.
• Drives continuous service improvement both within and across departments.
• Responds to customer complaints and creates strategies to mitigate those complaints in the future.
• Shares information about sales and service strategies that are working or not working in his/her assigned area for the overall benefit of the store.

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 Specialty Department Supervisor (Including Cabinets, Appliances, Millwork,
Flooring Paint, Home Décor)

• Manages inventory, merchandising, sales and customer service activities in assigned departments.
• Ensures a professional sales staff is in place at all times to drive and achieve business goals.
• Teaches and demonstrates effective use of Lowe’s selling and service model.
• Drives execution of Installed Sales, Special Order Sales (SOS), and Pro Sales.
• Identifies gaps in execution and sales opportunities through report analysis, observing sales interactions, role plays, and other feedback channels. Partners with Specialty ASM on the creation of specific plans of action to drive improved sales and margin performance.

• Drives accountability of established and communicated sales expectations and goals through the timely coaching and feedback of sales associates.

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• Works with leadership, peers and staff in assigned departments, ensuring everyone plays their part in managing the daily sales pipeline and that details, leads, estimates, proposals and customer contacts are properly managed and fully leveraged by sales associates.

• Ensures that sales associates leverage promotions across departments to improve close rates and drive sales.

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

Responsibilities Specific to the Pro Department Supervisor

• Drives execution of the Pro sales and service strategy throughout the store.
• Builds and sustains relationships with Pro customers, seeking to understand and address both individual customer and overall market needs.
• Leads relationship selling strategy with the store’s top Pro accounts.
• Partners with peers to help ensure merchandising integrity in key Pro areas of the store.
• Coaches, trains and develops Pro sales and service associates (including the Pro desk) in driving Pro sales and ensuring delivery of the desired Pro customer experience.
• Drives Pro credit acquisition and associate knowledge/awareness of Pro credit programs.
• Continuously builds Pro business acumen, seeking to understand trends in the local Pro market.
• Provide actionable input to Store Management on opportunities to better serve the Pro throughout the store, including product, inventory, fulfillment and service.

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.

III. Competencies Needed:

Core Competencies
Focus on Customers

• Holds self and others accountable for delivering SMART customer service.
• Addresses gaps in team’s ability to meet customer needs.
• Gathers customer satisfaction input on behalf of team.
• Aligns business processes to customer needs.

Deliver Results

• Motivates individuals and teams to achieve meaningful results.
• Encourages others to persist despite setbacks.
• Fosters a sense of urgency in others.

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• Keeps team focused on the most critical priorities.

Take Action

• Translates plans into clear actions for self and others.
• Drives others to take timely action.
• Keeps things prioritized appropriately.
• Addresses issues quickly.

Show Courage

• Helps others take a stand and face adversity.
• Confronts tough organizational issues.
• Delivers difficult messages directly.
• Demonstrates the courage to say "no".

Continue Learning

• Pursues challenging assignments that build capabilities.
• Seeks and accepts feedback from others and takes steps to improve.
• Fosters an environment that helps others develop their skills.
• Encourages the sharing of useful, real-time feedback and learnings with each other.

Functional/Technical Competencies
Safety Orientation
Maintains awareness of workplace conditions that affect associate and customer safety by:

• Adhering to company safety policies and procedures while working.
• Completing work in a safe manner, caring about safety of self, others, and customers.
• Responding appropriately in an emergency and reports.
• Reporting unsafe conditions.

Communicate Effectively

• Adjusts communication content and style to the audience as needed.
• Breaks down communication barriers between others.
• Encourages candid and open communication among groups.
• Practices active listening skills to verify understanding.

Drive Engagement

• Empowers others to make decisions and own their work.
• Ensures that all team members are motivated to work toward common goals.
• Celebrates the team’s successes along the way.
• Provides praise, recognition, and rewards for strong performance.

Direct Work

• Coordinates and integrates the work of others to avoid duplication of effort.
• Delegates responsibility and conveys clear expectations to others.
• Intervenes appropriately to remove obstacles.
• Monitors others’ progress.

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Solve Complex Problems

• Coaches others to analyze information and evaluate alternatives to solve problems.
• Defines complex issues clearly despite incomplete or ambiguous information.
• Draws on multiple perspectives and sources to better understand and solve problems.
• Asks the right questions to stimulate critical thinking and help others accurately analyze complex situations.

Selling Proficiency

• Demonstrates knowledge of sales concepts and techniques.
• Applies sales techniques given the situation, as well as the company’s service and selling model.
• Follows-up on estimates and sells details (e.g. installations).

IV. Dimensions of the Job

SCOPE OF POSITION:
Number of Total Staff: 5-25

Direct Reports (Salaried):

Direct Reports (Hourly): 5-25

Indirect Reports (Salaried):

Indirect Reports (Hourly):

DIRECT REPORTS:

Direct Report Title Job Function

Customer Service Associate Provides superior customer service by assisting customers in selection, demonstration, and purchase of product

CSA Loader and Pro Loader Assists customers with loading purchased merchandise into their vehicles
Serves as the store expert in assigned sales department,

Sales Specialist providing detailed product information while building relationships with customers and closing sales

Electrical Pro, Plumbing Pro Serves as store expert on plumbing or electrical related
(for Department Supervisor over these product, assisting customers with item selection and departments) promoting Lowe’s services
Live Nursery Specialist Serves as a subject matter expert for plants and live goods by
(for Department Supervisor over this providing superior customer service in assisting customers department) from initial inquiries through the purchase of product

Primarily responsible for assisting customers with their
Weekday and Weekend Teams shopping needs during peak weekday, weekend, and/or holiday hours

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WORK REQUIREMENTS:

• Hourly Full Time: Generally scheduled 39 to 40 hours; more hours may be required based on the needs of the store.

Work Schedule * Requires morning, afternoon and evening availability any day of the week.

• Requests to be scheduled off for a specific day require advanced notification and approval by supervisor.
• Move throughout all areas of the store including the sales floor, receiving, area, register areas, lawn and garden, as well as the outside perimeter of the store with or without a reasonable accommodation.

• Wear all necessary personal protective equipment to perform job functions.

• Stand, sit, and/or walk continuously with or without reasonable accommodation and perform job functions for a full shift with meal break.

• Bend, stoop, kneel, reach, twist, lift, push, pull, climb (ladders, stairs), balance, and/or crouch on a daily basis to accomplish work activities.

• Minimally must be able to lift 25 pounds without assistance; may lift over

25 pounds with or without assistance.

Physical Job
Requirements Store guidelines to moving merchandise:

• Lifting and moving merchandise methods will vary depending on ability of associate, weight of merchandise, and volume of product; associates must follow store lifting guidelines.

• A single lift by one associate should not exceed 75 pounds with or without accommodations.

• Team lifts should be utilized minimally starting at 75 pounds.
• Powered equipment should be used when needed dependent on load and volume. (Associate must have proper training to utilize power equipment or ask a trained coworker for assistance).

• May be subject to both inside and outside environmental conditions.
• Not necessarily protected from weather and temperature changes;

Environmental possible exposure to hot, cold, wet, humid or windy weather conditions.
Concerns * Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distraction.

• Exposure to shaking objects and equipment.

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V. Qualifications

Required Minimum Qualifications:

• High School Diploma or equivalent and 3 years of experience in a retail environment OR 5 years of experience in a retail environment.
• 1 year of experience in customer service.
• 1 year of experience supporting the unique needs of Pro customers (for Pro Department Supervisor).
• 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.
• Strong working knowledge of Microsoft Office.
• Ability to obtain sales related licensure or registration as may be required by law.

Preferred Qualifications:

• 3 years of retail customer service experience.
• 3 years of experience supporting the unique needs of Pro customers (for Pro Department

Supervisor).

• 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.).

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Supplemental Pay:

• Bonus pay

Work Location:

• One location

Company's website:

• https://www.corporate.lowes.com/careers/

Company's Facebook page:

• https://www.facebook.com/lowes/

Work Remotely:

• No