Full Time - Fulfillment Team Lead

Lowe's Companies, Inc.•Butler, PA

1d•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 inquiries, resolving issues, and escalating when necessary. The Team Lead balances service, administrative, and maintenance tasks with core fulfillment duties. They utilize the Orders App to manage various order types and partner with the Pro Sales team for specific order fulfillment. A key aspect of the role is resolving escalated customer issues and operational challenges efficiently. The position also supports inventory accuracy, SIMS compliance, and shrink reduction through audits. Maintaining a safe and organized fulfillment area is crucial, requiring daily checks and enforcement of safety standards. The role also involves operating and maintaining certification for powered equipment like forklifts and order pickers, adhering to all safety protocols. Additionally, the Team Lead assists with scheduling, coverage, and communication of fulfillment priorities, collaborating with leadership. Obtaining certification for specific powered equipment is a requirement.

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.
Obtaining certification for Counterbalance Forklift, Narrow Aisle Reach Truck and Order Picker is required for this role.
May be assigned other duties to support business needs.