Lowe's - Arlington, VA
posted 2 months ago
The Customer Service role at Lowe's is designed to provide SMART customer service at all times through the execution of Lowe's customer service policies, procedures, and programs. This position involves building relationships with vendors by providing direction and ensuring that merchandise resets are completed according to Lowe's specifications. The individual will collaborate with the Merchandising Service team and Manager by communicating project priorities, schedules, and project needs, including materials, supplies, and time. Analyzing metrics and providing feedback on project execution and in-store service to store, market, and corporate leaders is also a key responsibility. Although the majority of the time will be spent in activities that do not involve direct interaction with customers, the individual in this role is expected to engage with customers when opportunities arise. This includes understanding customers' needs and assisting them in locating, demonstrating, selecting, carrying, and/or loading merchandise. The role requires actively seeking out customers to understand their needs and responding knowledgeably and promptly to customer and employee questions, guiding them through projects when necessary. Demonstrating sincere appreciation to customers and communicating information regarding stock, special order merchandise, feature benefits, application, and warranty information related to Lowe's programs is essential. In terms of in-stock responsibilities, the individual will move or replace beams and grids, rotate stock, build products, and display products and support materials using power equipment per reset and/or project instructions. Identifying damaged products, removing them from the shelves, and delivering them to the Return to Manufacturer (RTM) area is crucial, as is verifying buyback items and ensuring they are prepped and ready for shipping. The role also involves identifying damaged or missing signage, displays, and collateral, ordering replacements in accordance with merchandising standards and planogram details, and updating/validating wayfinding and product location signage. Ensuring that product pricing information is visible and clear, resolving/replacing any missing pricing labels, and ensuring cross merchandise, side stack products, j-hooks, and gravity feed bins are placed appropriately to drive add-on sales are also part of the job. The individual will work with store leadership to stage clearance and damaged merchandise for quick sale, sort products in bins, drawers, and boxes to ensure proper location, and maintain a clean and safe store environment. This includes reviewing, completing, and entering completion details for all assigned merchandiser reset, service, and maintenance tasks, ensuring all reset displays are safe and in working order, and repairing/replacing as needed. The role requires the removal of trash, moving cardboard boxes to the bailer, and moving plastic wrap and other debris to the compactor. Additionally, the individual will replace lightbulbs and alert Facility Services Associate (FSA) when additional maintenance issues are noted. Detecting common signs of shoplifting, theft, and other security risks, and promptly communicating them to management and/or Asset Protection is essential. The individual must ensure compliance with housekeeping standards and programs to maintain cleanliness and organization of store and working areas, while also maintaining a safe and secure work environment. This may include conducting daily safety reviews, noting hazards, keeping aisles clear, and securing doors and gates. Adhering to all safety requirements relevant to regular job duties is critical, as is operating store equipment as needed depending on the specific role and department. In addition to the above responsibilities, this individual is held accountable for other duties as assigned, including maintaining point-of-sale signage and auditing and updating pricing labels inside and outside the store to ensure accuracy.