Purpose of Role
All Lowe's associates deliver quality customer service while maintaining a store that is clean, safe, and stocked with the products our customers need. As a Fulfillment Coordinator, this means:
Being friendly and professional, and engaging customers as they enter the store, helping them find merchandise if needed.
Picking and checking merchandise for customer pickup.
Engaging in safe work practices and encouraging others to do the same.
The Fulfillment Coordinator spends most of his/her time checking, managing, and fulfilling online orders. This associate also provides valuable input to customers to help them through their online orders.
Provides SMART customer service at all times through the daily execution of Lowe's customer service policies, procedures, and programs.
Seeks out customers to understand his/her needs and assists in locating, demonstrating, selecting, carrying, and/or loading merchandise.
Listens to and responds knowledgeably and promptly to customer and employee questions by taking them to areas of the store and walking them through projects when necessary.
Demonstrates sincere appreciation to customers.
Communicates information to customers regarding all stock, special order merchandise, feature benefits, application, and warranty information related to Lowe's programs.
Cross-functionally trains in other areas of the store to help deliver the best customer service.
Receives and directs calls appropriately to meet the needs of customers and associates.
Enters and retrieves information from Lowe's systems regarding inventory, order management, and special ordering.
Conducts walks of fulfillment area, bays, or inventory to monitor status.
Informs Department Supervisor about fulfillment area (e.g., staffing, projects, products, stock) inperson, over the phone, via email, and/or by writing and sharing status reports.
Ensures all pickup orders are picked and staged on time.
Clean and Safe Stores
Safely operates store equipment related to technology and customer service stations as needed (e.g., Telephone, paging system, copiers, fax machines, computers. At times: key cutter, panel saw, paint mixer, blind cutter, tile cutter, vinyl cutter, forklifts, pallet jacks, electric lifts, iPhone, compacter baler).
Prepares the store for business the next day by organizing merchandise (e.g., straightening shelves), sweeping the aisles, and picking up trash and debris.
Detects common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and/or Asset Protection.
Ensures compliance with housekeeping standards and programs (e.g., Zone Recovery) to maintain cleanliness and organization of store and working areas.
Maintains a safe and secure work environment, which may include conducting daily safety reviews, noting hazards, keeping aisles clear, and securing doors and gates.
Adheres to all safety requirements relevant to one's regular job duties: top stock safety, reinstalling safety cables, use of aisle blockers, a tether line on power equipment, spotters, and safety devices.
Operates store equipment as needed depending on one specific role and department (e.g., Zebra phone, telephone, paging system, copiers, fax machines, computers, CCTV surveillance system, key cutter, panel saw, paint mixer, flooring cutters, compacter baler).
High School Diploma or equivalent.
Ability to read, write, and perform basic arithmetic (addition, subtraction).
Experience with computer and web-based systems (e.g., email, web-based applications, delivery/scheduling systems, online ordering systems, training).
6 months of retail experience providing customer service, including identifying and resolving customer issues, assisting customers in locating product, greeting customers, answering phones, building relationships with customers, and thanking customers for their business.
Ability to obtain sales related licensure or registration as may be required by law.
Lowe's is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.
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Lowe's Companies, Inc.