Outlet Supervisor

Outlet Supervisor

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 an Outlet Supervisor, this means : (1) providing resources and tools to support those directly helping customers provide the best service, (2) assisting with down stocking and area recovery as well as providing input into merchandising decisions, and (3) monitoring use of Outlet power equipment and coaching employees on safe behaviors and lifting techniques. The Outlet 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, and managing performance. Outlet 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), store safety (e.g., conducting safety walks, reporting hazards, understanding safety and lifting directions) and planning, scheduling, monitoring, and successfully implementing all non-selling operations in the front-end or back-end of the store. The Outlet Supervisor works with his / her leader 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. 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 will occasionally open or close the store and serve as manager-on-duty (MOD). Travel Requirements : This role does not require regular travel; however, this role may need to travel on occasion to meetings, trainings, or to support neighboring stores.

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 his / her leader 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 Outlet Manager or HR

Service Standards Ensures that Outlet is 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 Outlet Manager 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 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 Outlet 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 within the Outlet 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 Identifies gaps in execution and sales opportunities through report analysis, observing sales interactions, role plays, and other feedback channels. 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 estimates, proposals and customer contacts are properly managed and fully leveraged by sales associates Ensures that sales associates leverage selling tools available to the Outlet 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 Outlet Supervisor Manages inventory, merchandising, sales, and customer service activities in Outlet 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 Helps customers have a positive shopping experience by neatly displaying up-to-date and accurate pricing and signage. Uses cash register to process sales transactions according to company guidelines. Completes Cash Office Process (Daily Balancing). Researches shortages or overages, deposits cash in the bank, and handles register pulls and loans. Completes and reconciles reporting related to accounts. Completes freight and merchandising fulfillments, processes paperwork for shipments, physically moves stock as it is delivered, schedules shipments when necessary, and checks the quality and accuracy of orders. Assists customers by retrieving and loading merchandise into customer vehicles, replenishing shelves for next customers, and adhering to safety procedures when lifting and moving merchandise. Processes returns and appropriately disposes / returns items. Coordinates and supports deliveries from beginning to end, serving as the expert for answering questions and solving problems related to deliveries. Inspects merchandise prior to loading and delivery, prepares merchandise and loads for delivery, supports planned delivery routes, verifies invoices against items loaded, and assists with product connections or returns. Completes Opening and Closing Procedures. Creates staff schedules, approves time in KRONOS, and conducts hiring interviews. Inspects and cleans interior areas (e.g., bathrooms, breakrooms, hallways) as well as exterior areas (e.g., parking lots).

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 Shifts associates to areas of high customer traffic or 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

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

Qualifications

• 3 years experience in a retail environment OR 5 years of experience in a retail environment Required
• 1 Year of Experience in customer service Required

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

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.