Full Time - Fulfillment Team Lead - Day

Customer Service

Provides SMART customer service at all times through the daily execution of Lowe's customer service policies, procedures, and programs. Seeks out customers to understand his / her needs and assists in locating, demonstrating, selecting, carrying, and / or loading merchandise. Listens to and responds knowledgeably and promptly to customer and employee questions by taking them to areas of the store and walking them through projects when necessary. Demonstrates sincere appreciation to customers. Communicates information to customers regarding all stock, special order merchandise, feature benefits, application, and warranty information related to Lowe's programs. 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. Reviews daily and weekly schedules to ensure proper coverage, assigning backup coverage as needed. Works cross-functionally with the PRO team to maintain service expectations for Pro Fulfillment. Picks, stages, and verifies readiness of all delivery, pro, installation, and pickup orders. Follows up with leadership when picking quality is not met by team members. Monitors notifications to maintain customer service expectations when customers are on the way, arrived, or a new order has been submitted. In-Stock Enters and retrieves information from Lowe's systems regarding inventory, order management, and special ordering. Conducts walks of fulfillment area, bays, or inventory to monitor status. Informs Department Supervisor about fulfillment area (e.g., staffing, projects, products, stock) in-person, over the phone, via email, and / or by writing and sharing status reports. Acts as liaison between Pro and fulfillment departments, ensuring all Pro orders are picked and staged within timeframe needed. Ensures all pro pickup, delivery and install orders are picked and staged on time. 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. Verifies products match invoices and orders by reviewing items, model numbers, quantities, and descriptions. Works supplemental fulfillment tasks as needed (e.g. unfulfilled orders report, restocking expired orders, conducting order audits). Clean and Safe Stores Completes delivery and pickup administrative tasks, including auditing staging locations, contacting customers, and removing expired / cancelled orders from staging areas. Validates items being carried in and out of the store when appropriate. Ensures that the loads are safe, secure, and within Department of Transportation (DOT) regulations. Prepares the store for business by organizing merchandise (e.g., straightening shelves), sweeping the aisles, and picking up trash and debris. Detects common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and / or Asset Protection. Ensures compliance with housekeeping standards and programs (e.g., Zone Recovery) to maintain cleanliness and organization of store and working areas. Maintains a safe and secure work environment, which may include conducting daily safety reviews, noting hazards, keeping aisles clear, and securing doors and gates. Adheres to all safety requirements relevant to one's regular job duties : top stock safety, reinstalling safety cables, use of aisle blockers, a tether line on power equipment, spotters, and safety devices. Operates store equipment as needed depending on one specific role and department (e.g., Zebra phone, telephone, paging system, iPhone, copiers, fax machines, computers, CCTV surveillance system, key cutter, panel saw, paint mixer, flooring cutters, forklifts, pallet jacks, electric lifts, compacter baler, tool rentals). To safely and efficiently move product throughout the store, obtaining certification for Counterbalance Forklift, Narrow Aisle Reach Truck and Order Picker is required for this role. In addition to the above responsibilities, this individual is held accountable for other duties as assigned. Individual Contributor