Lowe's - Mount Vernon, 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 and supplies. 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 on 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 customer needs and assisting them in locating, demonstrating, selecting, carrying, and/or loading merchandise. The role requires listening to and responding knowledgeably and promptly to customer and employee questions, guiding them through projects when necessary, and demonstrating sincere appreciation to customers. Additionally, the position involves communicating information to customers regarding stock, special order merchandise, feature benefits, application, and warranty information related to Lowe's programs. In terms of in-stock responsibilities, the role includes moving or replacing beams and grids, rotating stock, building products, and displaying products and support materials using power equipment per reset and/or project instructions. The individual will identify damaged products, remove them from the shelves, and deliver them to the Return to Manufacturer (RTM) area, signing off on the products as defective. They will also verify buyback items, ensure they are pulled, prepped, and ready for shipping, and identify damaged or missing signage, displays, and collateral, ordering replacements as needed. Updating and validating wayfinding and product location signage, as well as maintaining digital information throughout the store, is also part of the job. The individual will confirm that product pricing information is visible and clear, resolving any missing pricing labels, and ensuring that cross merchandise, side stack products, j-hooks, and gravity feed bins are placed appropriately to drive add-on sales. Working with store leadership to stage clearance and damaged merchandise for quick sale is also expected. The role also emphasizes maintaining a clean and safe store environment. This includes reviewing, completing, and entering completion details for all assigned merchandise reset, service, and maintenance tasks, ensuring all reset displays are safe and in working order, and repairing or replacing items as needed. The individual will remove trash, move cardboard boxes to the bailer, and manage other debris. They will also replace lightbulbs and alert Facility Services Associate (FSA) of any additional maintenance issues. Detecting common signs of shoplifting, theft, and other security risks is crucial, and the individual must communicate these promptly to management and/or Asset Protection. Compliance with housekeeping standards and programs is essential to maintain cleanliness and organization in the store and working areas. The individual will operate store equipment as needed depending on their specific role and department, and they will be held accountable for other duties as assigned.