Your Impact
The primary purpose of this role is to assist with the execution of the Order Resolutions workstream by resolving assigned customer order issues, while also identifying appeasement and/or white-glove service opportunities within his/her assigned area (e.g., Loyalty, Account, Merchandising, Marketing) to improve the overall site customer experience. This includes responsibility for proactively and reactively resolving customer orders under the make it right strategy, and continued education of the digital commerce business to effective and efficiently route order issues. Overall, this role contributes to digital commerce segments that play an important role in moving the digital business forward by driving ongoing improvements and improving customer satisfaction, loyalty and retention.
Work with a Winning Team
On our team, you'll have the chance to shape the future of retail technology while working alongside talented individuals and leaders who share your passion for innovation and excellence. Our CEO is forward-thinking when it comes to tech, and with a technology team led by one of Forbes Top 50 CIOs you can come to work knowing you’ll have the tools, tech, and support needed to advance your skills.
Since we’ve been in business for over 100 years, we’ve built an excellent track record of growth and success. We also know what it takes to create an inclusive culture that supports you. Here you have the freedom to team up and collaborate, explore your every curiosity, and help us shape the future of retail.
Do your Best Work in Mooresville
This position is based at our headquarters in Mooresville, North Carolina. Our corporate office is a space where you can collaborate and do your best work. Take a walk, grab a bite (or a cup of coffee), work out or get a check-up – we invest in you so you can find your inspiration.
What You Will Do
Executes the review and resolution of customer order issues for an assigned area of the workstream (e.g. Account, Loyalty, Merchandising, Marketing) to improve customer satisfaction, retention and loyalty.
Identifies appeasement and/or white-glove service opportunities that adhere to the make it right strategy and communicates these opportunities to the larger team.
Provides insights and data driven recommendations based on intake channels (e.g. Store Associates and Contact Center agents, Medallia/Customer Survey feedback, shared mailbox management, customer escalations) to the manager of his/her assigned area improve the processes and systems to further enhance the customer experience.
Executes assigned work plans with digital commerce team and cross-functional teams (e.g. customer order issue backlogs, weekly account takeover reviews, MVP loyalty adjustments). Ensures that work is completed on time and raises risks and issues that could cause delays to the work.
Participates in backlog review with team to ensure appropriate prioritization of workstream and escalate any blockers.
Maintains cross-functional partnership with various teams throughout the organization.
Works as a member of a larger team.
Preferred Skills/Education
Bachelor's Degree Business Administration, Marketing, Operations, Computer Science or related field (or equivalent work experience in a related field). and 2-3 years experience in online/retail merchandising or business operations
Benefits
· 401k with up to 4.25% match
· Discounted Employee Stock Purchase Plan (15% discount of strike price)
· Tuition-Free Education
· 10-week Maternity/Parental Leave
· 10% Associate Discount
For information about our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com. EEO Statement 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.
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.
Pay Range: $51,200.00 - $85,500.00 annually 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.
