Hardware Manager on Duty

Manager on Duty (Hardware/Garden Center)

Since 1978, Big Tool Box has been the family-owned hardware haven where “all the expertise is under one roof,” putting customer service at the heart of everything it does. Spanning five powerhouse categories—Ace Hardware and Tools for every nut, bolt, and power tool imaginable; the Rental & Repair Center to keep projects moving without breaking the bank; the Highlands Garden Center bursting with plants, soil, and green-thumb guidance; the Lawn & Sprinkler Center for flawless outdoor irrigation and landscape solutions; and the Grillin and Chillin Center stocked with premium BBQ grills and all the accessories for perfect backyard cookouts—Big Tool Box remains the go-to destination for contractors, gardeners, grill masters, and DIYers alike.

Job Summary

• Serve as the on-shift leader for both the Hardware and Garden Center departments, responsible for the total customer and employee experience during assigned MOD shifts in a locally owned Ace Hardware store.
• Connect employees to customers, monitor service levels including back-up cashiering, coordinate tasks, and personally model exceptional customer service behaviors to ensure every shopper receives legendary “helpful hardware folks” treatment.
• Act with full store authority (keys, overrides, scheduling adjustments, escalations) while keeping departments fully stocked, clean, safe, and sales-driven.
• Full-time or part-time rotating MOD shifts (open, mid, close, weekends, holidays) with direct path to Department Manager or Assistant Store Manager.
• Praise worthy customer service is our goal in every customer interaction.

Key Responsibilities

• Floor Presence & Service Leadership
  • Walk Hardware aisles and entire Garden Center continuously (indoor + outdoor); greet every customer within 10 feet/10 seconds.
  • Connect employees to customers within 30 seconds: spot a confused shopper and immediately pair them with the best available associate.
  • Personally carry heavy items, demo tools, cut keys, mix paint, load vehicles, or water plants to model exceptional service.
• Monitoring & Maintaining Service Levels (Including Back-Up Cashiering)
  • Actively monitor front-end lines; keep lines ≤2 customers at all times.
  • Jump registers yourself or pull Hardware/Garden staff to open additional lanes when lines hit 3+ customers or during peaks.
  • Ensure back-up cashiering is seamless: scan bulky garden items, process propane, handle rentals, and keep garden checkout flowing.
  • Track Ace Rewards attachments, upsell goals, carry-out offers, and 5-star recovery; give instant praise or coaching.
• Coordinating Tasks & Department Standards
  • Prioritize and coordinate freight, stocking, watering, price changes, and resets without sacrificing service or cashier coverage.
  • Ensure in-stock levels: pull from overheads/backstock, expedite receiving, or create rain checks on the spot.
  • Maintain visual standards: full endcaps, faced shelves, watered/culled plants, swept aisles (indoor + outdoor).
• Problem Resolution & Escalation Handling
  • Resolve complaints, returns, special orders, vendor issues, or safety concerns immediately; authorize overrides, discounts, or gift cards up to store limit.
  • Turn negative experiences into loyal customers using empathy + policy + speed.
  • De-escalate and document any behavioral or theft incidents; loop in GM when required.
• Employee Coaching & Recognition
  • Deliver real-time feedback: praise great recoveries, coach slow response, redirect phone usage to customers.
  • Pair new hires with top performers for instant shadow training.
  • Recognize outstanding service publicly (shout-outs, high-fives, MOD bucks).
• Safety & Compliance
  • Enforce ladder safety, forklift spotters, wet-floor signs, pesticide security, and propane protocols.
  • Perform hourly safety walks and ensure back-up cashiering staff follow cash-handling and age-verification rules.

• All other duties as assigned by store management.

Required Qualifications and Skills

• Education
  • High school diploma or GED equivalent.
• Experience
  • 2+ years experience in Hardware and/or Garden Center plus proven leadership (keyholder, team lead, or supervisor).
• Skills & Abilities
  • Natural floor walker—spots service gaps, long lines, or empty registers instantly.
  • Expert at connecting people and back-up cashiering under pressure.
  • Mastery of POS overrides, key cutting, paint mixing, pipe threading, plant care, and basic sprinkler design.
  • Calm, decisive leader who models the behavior you want to see (carry-outs, demos, jumping on a register).
• Physical Requirements
  • Walk 8–12 miles per shift (indoor aisles + entire outdoor garden center).
  • Lift/carry up to lbs. (mulch, grills, bagged goods); load vehicles in all weather.
  • Stand entire shift; climb ladders, kneel in garden center, demo tools, and ring transactions at full speed.
  • Age 18 years or older
• Other
  • Full open-to-close availability including weekends, holidays, and peak seasons.
  • Infectious positive energy that rallies the team during the biggest rushes.