Job Description

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 2024 sales of more than $83 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.

About the Team:

The After Sales Customer Support (ASCS) Team ensures a uniform brand experience for our US Private Brand customers by providing product support and parts fulfillment. This team works to minimize returns by setting up part items on Lowe's.com and collaborating with vendors to maintain optimal inventory enhancing the overall customer experience

Job Summary:

As an Analyst Program Support in the after-sales program ,you will play a key role in supporting data analysis, reporting, and process optimization efforts aimed at enhancing after-sales operations and customer experiences. You will work closely with senior analysts, cross-functional teams, and stakeholders to collect, analyze, and interpret data, generate actionable insights, and drive continuous improvement in our after-sales program.

Roles & Responsibilities:

Core Responsibilities:

Data Collection and Integration:

+ Collect, consolidate, and integrate data from various sources, including CRM systems, customer feedback platforms, vendor databases, and internal operational systems.
+ Develop and maintain data pipelines, and data transformation workflows to ensure data accuracy, completeness, and consistency.

Data Analysis and Insights:

Perform exploratory data analysis (EDA) to identify patterns, correlations, and trends in after-sales data, such as product returns, warranty claims, and customer support interactions. Develop analytical models, statistical analyses, and predictive models to derive actionable insights and forecast after-sales performance metrics. Conduct root cause analysis and impact assessments to understand the drivers of after-sales issues and opportunities for improvement.

Reporting and Visualization:

Create and automate reports, dashboards, and data visualizations using tools such as Tableau, Power BI, or Excel to communicate key performance indicators (KPIs), trends, and insights to stakeholders. Generate executive summaries, performance scorecards, and ad-hoc analyses to support decision-making processes and strategic initiatives.

Performance Monitoring and Optimization:

+ Monitor after-sales performance metrics, vendor performance indicators, customer satisfaction scores, and service level agreements (SLAs) to track progress against targets and identify areas for optimization.
+ Collaborate with cross-functional teams, including vendor management, customer support, logistics, and quality assurance, to implement process improvements, address bottlenecks, and enhance operational efficiency.

Data Quality Assurance and Governance:

+ Implement data quality checks, validation procedures, and data governance best practices to ensure data integrity, reliability, and compliance with regulatory requirements.
+ Identify and resolve data quality issues, anomalies, and discrepancies through data cleansing, data profiling, and data validation techniques.

Years of Experience:

2-5 yrs of experience

Education Qualification & Certifications (optional)

Required Minimum Qualifications

:


Bachelor's Degree in Administration or Computer Science

Skill Set Required

Primary Skills (must have)

Valid experience of a minimum of 2+ years in automation, data governance, continuous improvement, Power-BI, SQL Experience with MS Excel (VBA), Python Experience with data visualization and effective presentation skills. Mindset to identify root cause and present action oriented results. Valid experience in communications, marketing, account management, or customer success Strong verbal and written communication, strategic planning, and project management skills Effective interpersonal communication skills; proven ability to communicate with technology and business partners Strong organizational, analytical and customer service skills Analytical and process-oriented mindset Experience with using an order management system, campaign management system, and ability to learn new systems. Aptitude to develop solid understanding of financial elements of the business. Strong general computer skills including MS Office. Proven business acumen, judgement, and decision-making skills.

Secondary Skills (desired)

Experience in retail industry, MIS reporting Knowledge of Sales Force 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.