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)

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

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.