The Central Selling Supervisor Pro - Concierge & Sale Support is responsible for leading a blended team that supports customers throughout the project lifecycle. This team includes dedicated Concierge National Account support associates, Post-Sale Operations associates supporting Lowe's Pro Renovations installation projects and Concierge customers, and a Pre-Sale Support Coordinator responsible for intake management, shared mailbox administration, and opportunity assignment.
This role is responsible for setting and communicating team and individual goals, assigning clear responsibilities, balancing workloads, and overseeing daily activities to ensure consistent execution, exceptional customer service, and achievement of operational performance metrics. The supervisor maintains an elevated understanding of the end-to-end customer journey, providing oversight across intake, pre-sale support, Concierge account support, post-sale project execution, issue resolution, and business partner engagement.
The Central Selling Supervisor Pro - Concierge & Sale Support serves as a key escalation point for customers, associates, stores, service providers, and business partners while driving operational excellence, process improvement, associate development, and customer satisfaction. Success in this role requires strong organizational and multitasking abilities, customer advocacy, leadership, and the ability to identify root causes and implement sustainable solutions in a fast-paced environment.
Essential Functions:
- Drives execution of Concierge National Account, Pre-Sale Support, and Post-Sale Operations activities in support of the end-to-end Pro customer experience.
- Sets and communicates team and individual priorities, and performance expectations.
- Oversees customer assignments, workflow distribution, and capacity planning to ensure balanced workloads and effective resource utilization across the team.
- Partners with the Pre-Sale Support Coordinator to oversee intake management, shared mailbox workflows, opportunity routing, and escalation support.
- Maintains visibility across both pre-sale and post-sale support activities to ensure a seamless customer experience from intake through project completion.
- Provides dedicated leadership support for Concierge National Account customers, ensuring exceptional service, proactive communication, and customer advocacy.
- Supports post-sale operations for Lowe's Pro Renovations installation projects and Concierge National Account customers through issue resolution, project support, and cross-functional coordination.
- Makes real-time decisions regarding customer, associate, store, service provider, and business partner issues.
- Serves as a primary escalation point for complex customer and operational concerns, driving timely and effective resolution.
- Identifies root causes of recurring customer, operational, and workflow challenges and implements corrective actions, coaching plans, and process improvements.
- Serves as a Subject Matter Expert for customer lifecycle support processes, operational best practices, workflow management, and process documentation.
- Leads initiatives and projects focused on improving customer experience, operational efficiency, scalability, and service delivery.
- Develops, documents, and refines best practices, process maps, workflows, and standard operating procedures.
- Analyzes reports, operational behaviors and metrics, and customer feedback to identify trends, prioritize work, and improve team performance.
- Monitors associate performance in real-time and through historical reporting to identify coaching opportunities, training needs, and performance trends.
- Provides ongoing coaching, feedback, mentoring, and development to associates.
- Supports training and development activities in partnership with leadership and Human Resources.
- Creates an engaging and inclusive work environment by remaining accessible, recognizing achievements, seeking feedback, and fostering open communication.
- Collaborates with Lowe's Pro Renovations, Stores, Installation Support teams, Service Providers, field leadership, and other key business partners to resolve issues and improve customer outcomes.
- Acts as a liaison between customers, associates, stores, service providers, and business partners to address escalations and improve communication.
- Acts as backup support for peer-assigned responsibilities as business needs require.
- Continuously evaluates opportunities to improve customer experiences, streamline workflows, and enhance operational effectiveness.
Minimum Qualifications- High School Diploma or GED.
- 3-5 years of leadership, coaching, mentoring, or team oversight experience, with or without direct-report responsibility.
- 1-2 years of experience in customer support, service operations, call center, office administration, project coordination, high-volume retail, or a similar environment.
- Demonstrated ability to manage multiple priorities and adapt to changing business needs in a fast-paced environment.
- Strong problem-solving, communication, and organizational skills.
Preferred Qualifications- Bachelor's Degree.
- Experience supporting Pro customers or B2B customer relationships.
- Experience in remodeling, construction, installation services, project coordination, or related industries.
- Lowe's store, Central Selling, Installation Support, Pro Services, or customer support experience.
- Experience using MS Dynamics or similar CRM platforms.
- Demonstrated experience training, developing, and mentoring teams of 10 or more associates.
- Experience supervising customer support, service, operations, account management support, or project coordination teams.
- Experience creating process documentation, workflow mapping, and operational best practices.
- Strong analytical skills with experience utilizing reports and operational metrics to drive performance improvements.
Pay Range: $61,600.00 - $102,900.00 annually
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.
Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.
