Lowe's XDT Coach in Wilmington, Massachusetts
What You Will Do
The Coach role is responsible for leading and supervising the local Market Administrative Service Associates. They will observe and analyze the overall productivity of the office and ensure all processes are being adhered to. Coaches are responsible for the following activities: Assigning tasks to Administrative Service Associates, influencing associate scheduling, building a positive team environment, handling call escalation, supports same day delivery issues, and daily business.
•Oversees a Market-based ASA(Administrative Service Associates) team responsible to support delivery operations including performance monitoring, inbound call monitoring, customer service escalations, issue identification and resolution and continuous improvement efforts.
•Communication with customers to obtain feedback for improving customer in home delivery experiences, assist in problem solving in creating brand loyalty and lasting customer relationships. Great customer service skills are a must to solve issues quickly.
•Prepares action plans, resolves problems, completes audits and identifies trends. Utilizes analytical skills to be able to solve problems that may come up daily.
•Ability to lead others to deliver business results and handle multiple tasks in a past paced environment.
•Create/promote the daily schedule of employees. Interview, hire and train all associates on Home Delivery processes and systems.
•Knowledge of Home Delivery Operations and Call Center processes.
•Interactions with 3PL service providers, Lowe’s Supply Chain functional teams, Lowe’s distribution nodes (RDC, BDC, ADC, etc.) and store operations.
•Identifies gaps to Lowes Leadership in partnership with 3rd party delivery operator’s leadership teams to address gaps and improve service.
•Effective problem solving, change leadership, team orientation and empowerment skills.
•Builds and maintains Business relationships with Retail and Pro Lowes partners.
•Should possess good oral and written skills in communication, good understanding of policies and procedures with Home Delivery, motivate and manage associates daily.
•Maintains continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving In Home Customer Delivery experiences.
•Teamwork – works cooperatively with others to accomplish of joint tasks and common delivery objectives. Contributes to positive environment, fosters collaboration and tangible contribution.
What you Need to Succeed
•High school diploma or equivalent
•1-year relevant experience
•Associates Degree - Operations, Supply Chain, or related field
Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.
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