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XDT Market Supervisor

3 months ago

Paterson, New Jersey, United States Lowe's Full time
What You Will Do


The XDT Market Supervisors are responsible for leading and supervising a team of approximately 3-7 local market Customer Service Associates.

This role manager and analyzes the overall productivity of the office and ensures processes adherence.
XDT Market Supervisors are responsible for the following activities:
o Performance Management including coaching, leading and training Admin Service Associates
o Inventory Flow related to Vendor Returns, 3PL claims and Inventory Processing
o Managing and assigning tasks to Admin Service Associates
o Developing Associate Scheduling
o Solving Customer Escalations
o Leading resolution of same day delivery issues
o Building a Positive Team Environment

Responsibility Statements

Manages a market-based CSA (Customer Service Associate) team responsible to support delivery operations.

Responsibilities include performance management, analyzing inbound call metrics to recommend process improvements and coach CSAs on performance opportunities, receive and resolve customer service escalations, identify issues and and provide resolution, and and identify and implement continuous improvements.

Interviews, hires and trains all associates on Home Delivery processes and systems.
Effectively motivates and manages associates on a daily basis.
Creates/promotes the daily schedule of associates.

Communicates with customers who have escalated issues to improve customer in home delivery experiences, lead problem solving efforts, and create brand loyalty and lasting customer relationships.

Solves problems, audits the business and identifies trends. Utilizes analytical skills to identify improvement opportunities and recommend solutions. Collaborates with third party delivery provider to provide world class delivery experiences for the customers.
Utilizes and reviews Warehouse Management System(WMS) for inventory reconciliation and audits on a daily basis.
Leads and influences others to deliver business results and handle multiple tasks in a fast-paced environment.
Applies knowledge of Home Delivery Operations and Call Center processes to manage and improve operations.

Interacts with 3PL service providers, Lowe's Supply Chain functional teams, Lowe's distribution nodes (RDC, BDC, ADC, etc.) and store operations to maintain operational excellence.

Demonstrates effective problem solving, change leadership, team orientation and empowerment skills.

Communicates Delivery successes and opportunities, along with recommended solutions, regularly to the Market Delivery Manager and Market Assistant Delivery Manager to improve delivery experiences.

Demonstrates effective oral and written communication skills and a comprehensive understanding of policies and procedures with Home Delivery.

Maintains continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving In Home Customer Delivery experiences.

Leads and works cooperatively with others to accomplish tasks and common delivery objectives. Contributes to positive environment, fosters collaboration and tangible contribution.
Warehouse Engagement and Presence are important for operational success.

Responsibilities include but not limited to – warehouse associate support and engagement, inventory management, supporting the unload and product movement in the warehouse, and managing our warehouse engagements with Associates, 3PLs, and Vendors.

Inventory and WMS Daily Process Management in support of both hourly, salaried, and 3PL Partners.

What you Need to Succeed

Minimum Qualifications
High School Diploma or GED and 5 years' Supply Chain leadership experience

Preferred Qualifications
Bachelor's Degree in Operations, Supply Chain, or related field and 2 years' Supply Chain leadership experience
or
Associate's Degree in Operations, Supply Chain, or related field and 3 years' Supply Chain leadership experience

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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.

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