Front End Department Supervisor

Key Responsibilities

• Team Leadership:
  Assigns team members to activities, ensuring staff coverage meets customer demands and redeploying when necessary to support department needs.
• Participate in interviews and provide input into selection decisions for new associates in assigned area.
• Connects with the team daily to understand challenges and elevates issues as needed.
• Provides open and timely feedback and performance coaching to team members; redirects problematic or ineffective behavior as necessary and partners with ASM for formal disciplinary action when needed.
• Encourages the team to share ideas and best practices for outstanding customer service and key support activities.
• Empowers others to make decisions while providing guidance when necessary.
• Provides recognition for achieving goals and demonstrating effective behaviors.
• Fosters associate growth and development through coaching and regular performance feedback to ensure confidence and competency in their roles.
• Identifies associate relations concerns and takes appropriate action, including elevating concerns to senior management or HR as needed.
• Operational Excellence:
  Empowers and coaches the team to follow proper processes and achieve operational efficiencies; maintains department readiness for SMART customer service and sales.
• Monitors and drives team achievement of key operational performance metrics; identifies barriers to processes or customer experience and implements timely solutions.
• Responds quickly to unexpected events (e.g., callouts, no-shows, unscheduled deliveries) by reprioritizing tasks.
• Monitors the use of store power equipment, ensuring safe operation and addressing violations with associates.
• Maintains focus on safety, security and shrink prevention by securing doors and gates, reporting signs of theft, and safeguarding inventory and shrink budget integrity.
• Conducts daily safety reviews, notes hazards, keeps store areas clean and organized, and monitors security risks.
• Continuous Operational Improvement:
  Recommends strategies to reduce unproductive time, waste or product loss and encourages the team to do the same.
• Analyzes operational activities to reduce impact on the customer; seeks and acts on performance feedback; builds cross-functional relationships; adapts quickly to work challenges and organizational change.
• In locations without a Fulfillment DS, assumes responsibilities specific to the Front-End Department Supervisor with Fulfillment oversight; oversees front-end and fulfillment activities (checkouts, returns, overrides, till audits, Pro fulfillment, Pickup In-store, install, delivery picking, staging, and fulfilling).
• Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to inquiries, and proactively addresses concerns.
• Allocates appropriate headcount based on customer demand for fulfillment and front-end functions (e.g., Garden, Pro, and Front register areas; Customer Service and Returns Desks; Head Cashier posts; Money Room).
• Researches shortages or overages; deposits cash; handles register pulls and loans; monitors Customer Service desk activity; validates readiness of all delivery orders and communications; researches and monitors short picks; ensures orders are picked and staged on time.
• Cross-functionally trains in other store areas to deliver best customer service; receives and directs calls to meet customer and associate needs; conducts walks of fulfillment areas to ensure cleanliness and safety.
• Pulls, prepares, inspects, stages, and loads merchandise for customers, contractors, and delivery orders using power equipment when needed; validates items carried in and out of the store as appropriate; performs other duties as assigned.
• Manager-on-Duty (MOD):
  Provides full store leadership, drives engagement, customer service, staffing and operational efficiency; walks the store to coach in real time; ensures associates are prepared to deliver quality sales and service; ensures Specialty and Pro areas are staffed for traffic and sales; shifts associates to high-traffic areas as needed; manages associate response to call buttons; maintains clear aisles and…