Fulfillment Team Lead

Lowe's Companies, Inc.•Carlsbad, NM

About The Position

The Fulfillment Team Lead supports customer order fulfillment at Lowe’s by modeling service excellence and ensuring accurate, high-quality picking, staging, and order validation. The role responds to customer and associate questions, resolves issues, and escalates matters as needed while balancing service, administrative, maintenance, and fulfillment tasks. The Team Lead uses the Orders App to pick, stage, and fulfill Pickup, Install, Delivery, Same Day / Gig, and Curbside orders. They partner with Pro Sales to prepare Pro Call Ahead Orders and help address escalated customer issues and operational challenges. The role also supports inventory accuracy, SIMS compliance, and shrink reduction, and helps keep fulfillment areas safe, organized, and compliant. The position operates powered equipment and requires certification for a Counterbalance Forklift, Order Picker, and Narrow Aisle Reach Truck. The Team Lead may assist with scheduling, coverage, and communication of fulfillment priorities in partnership with leadership and the MOD. Other duties may be assigned to support business needs.

Requirements

High school diploma or GED, or equivalent years of experience in lieu of the education requirement, if applicable.
At least 6 months of experience using a computer, including inputting, accessing, modifying, or outputting information.
At least 1 year of retail experience providing customer service, including identifying and resolving customer issues, greeting customers, answering phones, building customer relationships, and thanking customers for their business.
Obtain certification for a Counterbalance Forklift, Narrow Aisle Reach Truck, and Order Picker; required certifications must be obtained if not already held.

Nice To Haves

At least 6 months of experience using common retail technology, such as smartphones and tablets.
At least 6 months of experience working in any department at a Lowe’s retail store.
At least 6 months of experience in an administrative role processing and filing paperwork, including invoices.
At least 1 year of supervisory experience in any field, including directing, delegating, evaluating, training, and coaching employees.
At least 1 year of experience in a customer service or product fulfillment position at a home improvement or hardware retailer in a related department, such as kitchen, plumbing, electrical, or lawn and garden.

Responsibilities

Coach and model service excellence through accurate, high-quality picking, staging, and order validation.
Respond to customer and associate questions, resolve issues, and escalate when needed.
Balance service, administrative, and maintenance tasks with fulfillment responsibilities.
Use the Orders App to pick, stage, and fulfill Pickup, Install, Delivery, Same Day / Gig, and Curbside orders.
Partner with the Pro Sales team to ensure Pro Call Ahead Orders are picked and staged.
Resolve escalated customer issues and operational challenges quickly and effectively.
Support inventory accuracy, SIMS compliance, and shrink reduction through audits and validation.
Conduct daily checks and enforce safety and maintenance standards to keep fulfillment areas safe, organized, and compliant.
Operate and maintain certification for powered equipment, including a Counterbalance Forklift, Order Picker, and Narrow Aisle Reach Truck, while following safety requirements.
Assist with scheduling, coverage, and communication of fulfillment priorities in partnership with leadership and the MOD.
Perform other duties as assigned to support business needs.