Lowe’s – Manager Private Brands – Customer Support

Job ID 1224177BR
Date posted 07/11/2017
Location Mooresville, NC
Location Name CSC-Mooresville
Address 1000 Lowes Boulevard
Employment Type I Regular
Employment Type II Full-Time
Line of Business Corporate
Department 0319 – Packaging Product Management


Essential Responsibilities:

  • Directs service providers and works collaboratively with vendors to identify and resolve issues affecting customers
  • Identifies potential improvements in core program functions, call center, parts inventory, fulfillment, and vendor relations to implement necessary changes to ASCS processes
  • Directs account team in the prioritization of work, sets the expectations for the resolution of customer problems, and aligns cross-functional stakeholders to ensure that customers have a positive customer experience
  • Serves as the primary SME in the negotiation of the specific scope of work documents for service provider contracts to optimize the ROI
  • Defines service level agreements for performance of core program functions in statements of work to maintain Lowe’s quality standards
  • Identifies and develops alternative suppliers and leads the development of request for proposals as required
  • Leverages multiple data sources and tools to analyze, identify, and implement high priority, high impact program improvements that better the customer experience
  • Ensures processes and procedures for escalation are appropriate and that all partners are in compliance and make adjustments/improvements as required to resolve issues
  • Conducts analysis to determine root causes and defines vendor, service provider, and Lowe’s roles in cause and cure of issues
  • Provides monthly forecasts in accordance with department budget timing, including necessary accruals and re-class needs

Required Minimum Qualifications:

  • Bachelor’s Degree in Business, Marketing, Supply Chain, Engineering, or related field
    3+ years’ experience in fulfillment operations
  • 3+ years’ experience in contact center management
  • 3+ years’ experience managing multiple product vendors and categories

Preferred Qualifications:

  • Experience leading and influencing people without formal authority
  • Experience in a fortune 500 company

About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With the fiscal year 2016 sales of $65.0 billion, Lowe’s and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 employees. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com.

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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Christopher Durham is the president of My Private Brand and the co-founder of The Vertex Awards. He is a strategist, author, consultant and retailer who built brands at Delhaize-owned Food Lion, and lead strategy and brand development for Lowe’s Home Improvement. He has consulted with retailers around the world on their private brand portfolios including: Family Dollar, Petco, Staples, Office Depot, Best Buy, Metro (Canada), TLW (Taiwan) and Hola (Taiwan). Durham has published five definitive books on private brands, including his first book, Fifty2: The My Private Brand Project. In 2017, he will debut his newest book, Vanguard: Vintage Originals, a visual tour of innovation and disruption in private brand going back to the mid-1800’s. Dynamic in his presentation while down to earth and frank in his opinions, he has presented at numerous conferences, including FUSE, The Dieline Conference, Packaging that Sells, Omnishopper and PLMA’a annual trade show in Chicago. Durham lives in Charlotte, NC with his wife, Laraine, and two daughters, Olivia and Sarah.