Service Associate

Job Title

Key Responsibilities

Provides SMART customer service at all times through the daily execution of Lowe's customer service policies, procedures and programs

Builds relationships with vendors by providing direction and checking to ensure merchandise resets are completed according to Lowe's specifications

Collaborates with the Merchandising Service team and Manager by communicating project priorities, schedule, and project needs (e.g., materials, supplies, time)

Analyzes metrics and provides feedback on project execution and in-store service to store, market, and corporate leaders

Although majority of time of time will be spent in activities that do not involve the direct interaction with customers, the individual in this role is expected to engage with customers when the opportunity arises. This includes:

Understands customers' needs and assists in locating, demonstrating, selecting, carrying, and/or loading merchandise

Engage with 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

In-stock

Moves or replaces beams and grids, rotates stock, builds products, and displays products and support materials using power equipment (e.g., lifts, order pickers) per reset and/or project instructions and processes

Identifies damaged products, removes them from the shelves, delivers them to Return to Manufacturer (RTM) area, and signs off on the products as defective

Verifies buyback items and ensures they are pulled, prepped, and ready for shipping

Identifies damaged or missing signage, displays, and collateral and orders replacements in accordance with merchandising standards and planogram details

Confirms that product pricing information is visible and clear and resolves/replaces any missing pricing labels

Updates/validates wayfinding and product location signage as well as digital maintenance of this information throughout the store

Ensures cross merchandise, side stack products, j-hooks and gravity feed bins are placed appropriately, helping to drive add-on sales

Works with store leadership to stage clearance and damaged merchandise for quick sale

Sorts products in bins, drawers and boxes to ensure that they are in the proper location

Merchandise to plantogram, price, color block and place plants as they arrive

Fill plant racks onto plant tables per plantogram to grand opening ready standards

Clean and Safe Stores

Reviews, completes, and enters completion details (when, what, amount of time spent, taking and uploading photographs to confirm servicing completion, etc.) for all assigned merchandise reset, service, and maintenance tasks

Ensures all reset displays are safe and in working order and repaired/replaced as needed

Repairs/seals damaged packaging and boxes including peg-hook items

Removes all trash, moves cardboard boxes to the bailer, and moves plastic wrap and other debris to the compactor

Replaces light bulbs and alerts the appropriate contact when additional maintenance issues are noted (lights out, painting, etc.)

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)

In addition to the above responsibilities, this individual is held accountable for other duties as assigned

Maintain point-of-sale signage including bin plus beam label stock ensuring all bin locators are placed and price changes are activated

Audit and update pricing labels inside and outside the store to ensure accuracy

Follow state-specific guidelines on price changes (Pricing Policy SF-06)

Required Qualifications

High school diploma or GED General Studies or equivalent years of experience in lieu of education requirement, if applicable

Preferred Qualifications

6 Months of Lowe's sales floor experience

6 Months of Experience performing product merchandising tasks including reading planograms and plantograms, setting up and tearing down displays

3 Months of Experience operating power equipment such as lifts, order pickers, and similar equipment