Fulfillment Team Lead

Lowe's Home Centers•Carlsbad, NM

About The Position

The Fulfillment Team Lead coaches and models service excellence while supporting accurate, high-quality picking, staging, and order validation. The role responds to customer and associate questions, resolves issues, and escalates when needed, while balancing service, administrative, and maintenance tasks with fulfillment responsibilities. The position uses the Orders App to pick, stage, and fulfill Pickup, Install, Delivery, Same Day / Gig, and Curbside orders, and partners with Pro Sales to ensure Pro Call Ahead Orders are picked and staged. The lead supports inventory accuracy, SIMS compliance, and shrink reduction through audits and validation; maintains safe, organized, and compliant fulfillment areas through daily checks; and operates and maintains certification for powered equipment. The role also assists with scheduling, coverage, and communicating 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.
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 customer relationships, and thanking customers for their business.
Required certification for Counterbalance Forklift, Narrow Aisle Reach Truck, and Order Picker; certification must be obtained if not already held.

Nice To Haves

6 months of experience using common retail technology, such as smartphones 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 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 powered equipment and maintain required certification, following all safety requirements.
Assist with scheduling, coverage, and communication of fulfillment priorities, partnering with leadership and the MOD as needed.
Perform other duties as assigned to support business needs.