Market Operations Supervisor

3 weeks ago

Trenton, New Jersey, United States Lowe's Full time

XDT Market Supervisors Role Overview

The XDT Market Supervisors are responsible for leading and supervising a team of approximately 3-7 local market Customer Service Associates. This role involves managing and analyzing the overall productivity of the office and ensuring processes adherence.

Key Responsibilities

  • Performance Management: Coach, lead, and train Admin Service Associates to improve productivity and efficiency.
  • Inventory Flow: Manage Vendor Returns, 3PL claims, and Inventory Processing to ensure smooth operations.
  • Task Management: Assign tasks to Admin Service Associates and develop Associate Scheduling to optimize productivity.
  • Customer Escalations: Resolve customer service escalations and improve customer in-home delivery experiences.
  • Team Environment: Build a positive team environment and lead resolution of same-day delivery issues.

Responsibility Statements

  • Manage a market-based CSA team responsible for supporting delivery operations, including performance management, analyzing inbound call metrics, and coaching CSAs on performance opportunities.
  • Interview, hire, and train associates on Home Delivery processes and systems.
  • Effectively motivate and manage associates on a daily basis.
  • Create and promote the daily schedule of associates.
  • Communicate with customers who have escalated issues to improve customer in-home delivery experiences.
  • Solve problems, audit the business, and identify trends to recommend solutions.
  • Utilize and review Warehouse Management System (WMS) for inventory reconciliation and audits.
  • Lead and influence others to deliver business results and handle multiple tasks in a fast-paced environment.
  • Apply knowledge of Home Delivery Operations and Call Center processes to manage and improve operations.
  • Interact with 3PL service providers, Lowe's Supply Chain functional teams, and store operations to maintain operational excellence.
  • Demonstrate effective problem-solving, change leadership, team orientation, and empowerment skills.
  • Communicate delivery successes and opportunities to improve delivery experiences.
  • Maintain continuous dialogue with 3PL vendor partners to address and resolve claims and complaints.
  • Lead and work cooperatively with others to accomplish tasks and common delivery objectives.
  • Contribute to a positive environment, foster collaboration, and tangible contribution.
  • Warehouse Engagement and Presence are essential for operational success, including warehouse associate support and engagement, inventory management, and managing warehouse engagements with Associates, 3PLs, and Vendors.
  • Inventory and WMS Daily Process Management in support of both hourly, salaried, and 3PL Partners.

Requirements

  • 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.

Lowe's is an Equal Opportunity Employer

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.

Starting Rate of Pay

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

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