Essential Functions:

•Oversees customer service experience for internal and external customers ensuring compliance with company guidelines related to quality of service.

•Escalates customer concerns to leadership as applicable.

•Establishes, monitors, updates, and improves processes and procedures to enhance the Customer Experience Professionals’ performance.

•Monitors or reviews calls or other correspondence between Customer Experience Professionals and customers.

•Ensures that Customer Experience Professionals are informed about changes to products and services.

•Collects data and prepares reports on customer complaints and inquiries identifying and addressing trends as appropriate.

•Prepares monthly reports summarizing the team’s performance.

•Identifies opportunities to update or improve customer service procedures and makes recommendations as appropriate.

•Partners with other leaders to leverage approaches and align strategies and plans.

•Leads customer engagement and retention efforts that will ultimately have a measurable impact on the customer experience, revenue and Likely-to-Recommend (LTR) scores.

•Conducts research and review surveys for maintaining a comprehensive understanding of the customer and identifying opportunities to delight and attract more customers.

•Develops and executes strategic roadmaps designing solutions to continuously improve and differentiate the internal and external customer experience.

•Communicates effectively with associates regarding business objectives or current issues

•Monitors individual and team productivity and drive continuous productivity improvement through process enhancements and one on one coaching

•Approves off standard hours for associates ensuring accurate accounting of performance for team

•Sets goals and communicates clear expectations for associates providing timely and constructive feedback

•Provides associates with meaningful developmental opportunities and prepares them for upward promotion as applicable

•Works with associates to build a work environment of engagement and inclusion

•Participates in the process of hiring talented individuals for the team, submitting, requisitions, interviewing, and partnering with HR in the hiring process

•Trains new hires and existing employees on processes and procedures as applicable

•Discusses and resolves conflicts between associates

•Sponsors and leads associates through change

•Responds to incidents or injuries and ensures first aid response takes place as needed

•Collaborates with the other FFC teams to ensure consistent processes and expectations

Minimum Requirements:

•Bachelor’s Degree - Supply Chain Management, Transportation, Business, or related field OR 4 years of experience in distribution center/warehouse operations, customer service, or related area

•Basic computer skills, including a working knowledge of Microsoft Office

•Basic computer skills, including a working knowledge of Microsoft Office

•Excellent management and supervisory skills

•Excellent verbal and written communication skills

•Extensive knowledge of customer service procedures and principles

•Organized with attention to detail.

•Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

Preferences:

•Experience managing resources, time, and budgets

•Experience working with and communicating to all levels of leadership in the organization

•Previous leadership roles in other Lowe’s supply chain facilities, or leadership roles in Corporate-led initiatives

•Bi-lingual skills, if applicable to the facility

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.

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.