• Full Time
  • Anywhere

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).

  • 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; 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.

  • 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.

  • 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.


Responsibilities Specific to the Specific to the Specialty Department Supervisor

  • 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.

  • 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.

  • 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.


Required Education/Experience:

  • High School Diploma 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.

 

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