Key Responsibilities
- 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.
Required Qualifications
- High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable
- 3 years experience in a retail environment OR 5 years of experience in a retail environment
- 1 Year of Experience in customer service
About Lowe’s Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2025 sales of more than $86 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.
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.
