IND-Analyst

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Bengaluru, Lowe’s India develops innovative technology products and solutions and delivers business capabilities to provide the best omnichannel experience for Lowe’s customers. Lowe’s India employs over 4,200 associates across technology, analytics, merchandising, supply chain, marketing, finance and accounting, product management and shared services. Lowe’s India actively supports the communities it serves through programs focused on skill-building, sustainability and safe homes. For more information, visit, www.lowes.co.in.

Job Summary:

As a Vendor Support Analyst specializing in after-sales customer service with 2 to 5 years of experience, you will play a pivotal role in facilitating seamless communication and collaboration between the company and its vendors to ensure superior post-purchase support for customers. Leveraging your expertise and experience, you will analyze vendor performance, address customer inquiries and escalations, and optimize processes to enhance overall customer satisfaction.

Roles & Responsibilities:

Core Responsibilities:

• Vendor Management: Cultivate and maintain strong relationships with vendors, serving as a key liaison between the company and external partners to streamline after-sales support processes.
• Customer Issue Resolution: Investigate and resolve customer inquiries, complaints, and escalations related to post-purchase support, employing your experience to deliver prompt and satisfactory resolutions.
• Process Optimization: Collaborate cross-functionally to develop and implement strategies aimed at enhancing the efficiency and effectiveness of after-sales customer service operations, drawing on your experience to drive continuous improvement.
• Communication Coordination: Facilitate clear and consistent communication between internal teams and vendors, ensuring alignment on service standards, expectations, and issue resolution protocols. Creation of Standard Operating Procedures for Vendor Support related activities and tools for the team.
• Quality Assurance: Conduct regular audits and assessments to monitor vendor compliance with service level agreements (SLAs) and uphold high-quality standards in customer support activities.
• Documentation and Reporting: Maintain accurate records of vendor interactions, customer feedback, and resolution outcomes, and sharing insightful reports to the Program Support Team to track vendor performance metrics and inform decision-making.
• Training and Development: Provide guidance and support to vendors on company policies, procedures, and systems, leveraging your experience to facilitate training sessions and promote continuous learning.
• Industry Awareness: Stay abreast of industry best practices, emerging trends, and technological advancements in after-sales customer service, applying your insights to drive innovation and adaptation.
• Agility: Have an Agile Mindset to upskill as per Industry and Organization trends.

Years of Experience:

2-5 yrs of experience

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

Bachelor’s Degree in Administration/Commerce/Supply Chain

Skill Set Required

Primary Skills (must have)

• 2 to 5 years of experience in vendor management, customer service, or operations, preferably in a retail or e-commerce setting.
• Demonstrated proficiency in data analysis, with the ability to interpret metrics, identify trends, and make data-driven recommendations.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders.
• Detail-oriented mindset with excellent organizational skills and the capacity to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office suite and experience with CRM software or vendor management platforms is advantageous.

Secondary Skills (desired)

• Experience in retail industry, MIS reporting
• Knowledge of SalesForce and project management tools
• Experience in fulfillment, demand planning & supply chain
• In-depth understanding of supplier relationship management, data management, vendor management.

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.