Merchandising Service Manager

Lowe's - Mount Pocono, PA

Full-time - Mid Level

Mount Pocono, PA

10,001+ employees

Building Material and Garden Equipment and Supplies Dealers

About the position

As a Merchandising Service Manager (MSM) at Lowe's, you will play a crucial role in delivering quality customer service while ensuring that the store is clean, safe, and stocked with the products our customers need. Your responsibilities will include engaging with vendors and associates to meet store needs, ensuring that signage, pricing information, and displays are accurate, and coaching associates to create visually appealing product displays that are safe, clean, and easily accessible for customers. You will oversee the execution of all merchandising service, project, and maintenance activities within the store, which is essential for providing an appealing shopping experience. In this role, you will supervise a team responsible for resetting merchandise based on planograms, stocking, and pricing products accurately. You will also coordinate with other store teams to ensure that the Merchandising Service Team supports the successful sales and operations of the store. This may involve interpreting and adapting planograms and project plans to better serve the needs and layout of individual stores. While regular travel is not required, occasional travel may be necessary for meetings, training, or to support neighboring stores. Your impact will be felt through your leadership in scheduling the Merchandising Service team, managing resources, and driving efficient project execution. You will guide your team on project priorities, deliver onboarding and training, and provide on-the-job coaching. Additionally, you will handle disciplinary actions in partnership with HR, manage project and travel expenses, and communicate project updates with various stakeholders. Your commitment to customer service will ensure that customers receive the assistance they need, and your oversight of merchandising will maintain the integrity and organization of the store.

Responsibilities

• Schedule the Merchandising Service team and manage resources for efficient project execution.
• Guide Merchandising Service Associates (MSAs) on project priorities, scheduling, and needs.
• Deliver onboarding and training, providing on-the-job coaching and mentoring to MSAs.
• Coach MSAs on performance and create tailored development plans based on metrics and individual needs.
• Handle disciplinary actions in partnership with HR business partner.
• Manage project and travel expenses and weekly payroll.
• Identify and resolve project and/or store-level issues using available resources.
• Summarize and communicate project information and updates with store team and corporate teams.
• Identify opportunities to improve efficiency, merchandising, and displays across the district and region.
• Provide SMART customer service through daily execution of Lowe's customer service policies.
• Assist customers in locating, demonstrating, selecting, and loading merchandise.
• Ensure merchandise is stocked, fronted, and fully packed down according to planogram.
• Confirm accuracy of signage, pricing, and product information.
• Lead efforts for buyback items and ensure proper processing of damaged products.
• Maintain compliance with housekeeping standards and safety requirements.
• Audit and update pricing labels inside and outside the store.

Requirements

• High School diploma or GED required.
• 1-2 years of customer service or retail experience in a fast-paced environment, or 1 year of Lowe's store experience required.
• Less than 1 year of experience as a team lead or leading others in an informal capacity.

Nice-to-haves

• 1 year of supervisory experience including coaching/training and evaluating performance of direct reports preferred.
• 6 months of merchandising experience including reading planograms and setting up displays preferred.
• 3 months of experience operating power equipment such as lifts and order pickers preferred.
• Ability to read, write, and perform basic arithmetic (addition, subtraction).
• Ability to work overnight and weekends as required.
• Working knowledge of basic tools needed for the job (e.g., hand tools, drills, saws).

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid time off
• Employee discounts
• Tuition reimbursement
• Professional development opportunities