Fulfillment Team Lead

About This Role

Lead the store's fulfillment team by coaching associates, ensuring timely and accurate order processing, and resolving customer and operational issues. The role focuses on delivering excellent customer service through efficient picking, staging, and validation of various order types.

Responsibilities

• Coach and model service excellence through accurate and high quality picking, staging, and order validation
• Respond to customer and associate questions, resolve issues, and escalate when needed
• Balance service, administrative, and maintenance tasks with fulfillment responsibilities
• Use the Orders App to pick, stage, and fulfill all order types (Pickup, Install, Delivery, Same Day / Gig, and Curbside)
• Partner with the Pro Sales team to ensure Pro Call Ahead Orders are picked and staged
• Resolve escalated customer issues and operational challenges quickly and effectively
• Support inventory accuracy, SIMS compliance, and shrink reduction through audits and validation
• Ensure fulfillment areas remain safe, organized, and compliant by conducting daily checks and enforcing safety and maintenance standards
• Operate and maintain certification for powered equipment (Forklift, Order Picker, Narrow Aisle Reach Truck) and follow all safety requirements
• Assist with scheduling, coverage, and communication of fulfillment priorities, partnering with leadership and MOD as needed

Requirements

• High school diploma or GED or equivalent years of experience
• 6 months of experience using a computer
• 1 year of retail experience providing customer service
• Obtaining certification for Counterbalance Forklift, Narrow Aisle Reach Truck and Order Picker is required

Qualifications

• High school diploma or GED or equivalent years of experience in lieu of education requirement
• 6 months of computer experience and 1 year of retail customer service experience. Supervisory experience is a plus.

Nice to Have

• 6 months of experience using common retail technology (smartphones, tablets)
• 6 months of experience working in any department at a Lowe’s retail store
• 6 months of experience in an administrative role processing and filing paperwork
• 1 year of supervisory experience
• 1 year of experience in a customer service or product fulfillment position at a home improvement or hardware retailer

Skills

* Required skills

Certifications