Full Time - Fulfillment Team Lead - Day

Lowe's Home Centers • Hagerstown, MD

9h • Onsite

About The Position

The Fulfillment Team Lead is responsible for coaching and modeling service excellence in picking, staging, and order validation. This role involves responding to customer and associate questions, resolving issues, and escalating when necessary. The Team Lead balances service, administrative, and maintenance tasks with fulfillment responsibilities. They will utilize the Orders App to manage various order types (Pickup, Install, Delivery, Same Day / Gig, and Curbside) and partner with the Pro Sales team to ensure timely fulfillment of Pro Call Ahead Orders. A key aspect of this role is resolving escalated customer issues and operational challenges efficiently. The Team Lead also supports inventory accuracy, SIMS compliance, and shrink reduction through audits and validation. Maintaining safe, organized, and compliant fulfillment areas through daily checks and adherence to safety standards is crucial. Additionally, the role requires operating and maintaining certification for powered equipment such as Forklift, Order Picker, and Narrow Aisle Reach Truck, following all safety requirements. The Team Lead will assist with scheduling, coverage, and communication of fulfillment priorities in partnership with leadership and the Manager on Duty (MOD).

Requirements

• High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable
• 6 Months of Experience using a computer, including inputting, accessing, modifying, or outputting information
• 1 Year of Retail experience providing customer service, including identifying and resolving customer issues, greeting customers, answering phones, building relationships with customers, and thanking customers for their business
• Obtaining certification for Counterbalance Forklift, Narrow Aisle Reach Truck and Order Picker is required for this role.

Nice To Haves

• 6 Months of Experience using common retail technology, such as smart phones and tablets
• 6 Months of Experience working in any department at a Lowe’s retail store
• 6 Months of Experience in an administrative role processing and filing paperwork including invoices
• 1 Year of Supervisory experience in any field, including directing, delegating, evaluating, training, and coaching employees
• 1 Year of Experience in a customer service or product fulfillment position at a home improvement or hardware retailer in related department (e.g., kitchen, plumbing, electrical, lawn and garden)

Responsibilities

• Coach and model service excellence through accurate and 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 all order types (Pickup, Install, Delivery, Same Day / Gig, and Curbside).
• 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.
• Ensure fulfillment areas remain safe, organized, and compliant by conducting daily checks and enforcing safety and maintenance standards.
• Operate and maintain certification for powered equipment (Forklift, Order Picker, Narrow Aisle Reach Truck) and follow all safety requirements.
• Assist with scheduling, coverage, and communication of fulfillment priorities, partnering with leadership and MOD as needed.

Benefits

• Health, Dental and Vision insurance
• Life and Disability insurance
• Paid time off based on role, tenure, and locality, including vacation, holidays, sick and volunteer time
• Flexible spending and health savings accounts
• 401(k) Retirement account with company match
• Employee Assistance Program with concierge, work/life services and no-cost counseling for all kinds of needs
• Education support programs, including tuition assistance and trade skills scholarships
• Business Travel Accident insurance
• Maternity and Parental leave
• Adoption assistance
• Lowe's Associate Discount and broad discount platform
• Annual bonuses
• Enrollment in Lowe's Employee Stock Purchase Plan and/or deferred compensation plan
• Grant awards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED