Night Operations Department Supervisor

Lowe's Companies, Inc. · Roanoke, VA · 4 days ago

Customer Service$20.7–$21.55/hrFull-time

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 HRO

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
Makes sure team achieves 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
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

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

Sets an example for others by adapting quickly and effectively to work challenges and organizational change
Seeks performance feedback from others and pursues self-development opportunities
Proactively builds and maintains collaborative relationships with cross-functional partners

Oversees and drives efficiencies in front-end operational activities (e.g. check outs, returns, overrides, till audits, PUIS Desk or product staging for pickup in store, etc.)
Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to customer inquiries, and proactively addresses customer concerns
Sets appropriate headcount in each check-out and administrative area (e.g., Garden, Pro, and Front register areas, Customer Service and Returns Desks, Head Cashier posts, PUIS Desk, Money Room)
Resolves shortages or overages, deposits cash in the bank, and handles register pulls and loans
Makes sure Customer Service desk activity is supported when needed
Completes the payroll closeout process

Oversees and drives efficiencies in back-end operational activities (e.g., receiving and stocking inventory, assembling product, controlling freight flow, area recovery, delivery staging, etc.)
Makes sure back-end operations do not impact the customer or the customer’s ability to shop the store (e.g., the floor is clear, items are stocked)
Ensures efficient disbursement of product from receiving to sales departments such that shelves and top stock are consistently replenished (e.g., receiving/unloading of freight, stocking)
Makes sure products are stocked and fronted according to planograms, moving top stock down when necessary, taking note of areas where merchandise is low, and keeps aisles clear and neat
Supports an efficient and safe delivery process (e.g., pick and stage product for delivery)

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
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

Pay Range: $20.70 - $21.55 per hour

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