Fulfillment Department Supervisor

Job Title

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 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 HR.

Operational excellence 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. Monitors and drives team to achievement of 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. 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. 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.

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 front end & fulfillment department supervisor oversee and drive efficiencies in both front end and fulfillment activities (e.g. check outs, returns, overrides, till audits, Pro fulfillment, Pickup In-store, install, and delivery picking, staging, and fulfilling). Drives excellent customer service by ensuring the front end and fulfillment team greets customers, answers phones, and proactively addresses customer concerns. Ensures that the appropriate headcount is allocated based on customer demand, to include Pro, Install, Delivery, and Pickup In Store functions for fulfillment and allocated in each check out and administrative function ( e.g. Garden, Pro, and Front register areas, Customer Service and Returns Desks, Head Cashier posts, Money Room) for front end. Researches shortages or overages, deposits cash in the bank, and handles register pulls and loans. Monitors Customer Service desk activity, supporting when needed. Validates readiness of all delivery orders and communications. Researches and monitors short picks. Validates that all orders are being picked and staged on time. Cross-functionally trains in other areas of the store to help deliver the best customer service. Receives and directs calls appropriately to meet the needs of customers and associates. Conducts walks of fulfillment area, bays, or inventory to monitor status. Pulls, prepares, inspects, stages, and loads merchandise for customers, contractors, and delivery truck orders according to invoice or loading ticket, using power equipment when needed. Validates items being carried in and out of the store when appropriate.

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.