Innovate in Bengaluru

This position is based at our on-site office in Bengaluru. Lowe's offers an ultramodern work environment, complete with cutting-edge technology, collaborative workspaces, an on-site gym and clinic, and other perks to enhance your work experience. 

About Lowe’s
Lowe’s is a FORTUNE® 100 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 Lowe’s India

Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India

About the Team

The Accounting Department is responsible for ensuring accurate financial management across various functions, including Customer Payments Accounting, Cost and Margin Analysis, Vendor Set-Up and Maintenance, Expenses Payables, Invoice Processing and Capital Assets, and Inventory Accounting. This role involves maintaining and reconciling the General Ledger, ensuring the reporting of accurate balances of P&L and Balance Sheet, processing invoices, and supporting comprehensive Reporting and Analytics to guide business decisions. The department also plays a key role in transforming IT tools and systems to streamline accounting processes, improve data accuracy, and enhance overall efficiency, contributing to the company’s financial integrity and operational success.

Job Summary:

The Sr Specialist – Front Desk Store Help functions as a Subject Matter Expert and first-level escalation point within the team, supporting inquiries from internal and external customers related to Finance transactions and store operations. Customer interactions occur across phone, email, paper-based channels, and the Remedy Incident Management system. This role requires strong working knowledge of the end-to-end retail cycle, including payables, receivables, sales transactions, vendor coordination, and store-level operational challenges. The Sr Specialist leverages Lowe’s systems, established processes, and independent judgment to resolve complex inquiries while ensuring alignment with financial controls and compliance standards. The position demands quick decision-making and analytical capability to assess issue priority, identify root causes in real time, and strategize immediate resolution paths. During high-volume or disruption scenarios, the Sr Specialist provides operational support to stabilize service delivery and minimize business impact. In addition to handling escalations, this role contributes to trend analysis, process refinement, and cross-functional coordination to enhance First Call Resolution and reduce repeat contact drivers. The Sr Specialist also supports special projects and broader team development initiatives within the Accounting and Finance support group.

This role requires working five days from the office with shift timings from 5:30 PM to 2:30 AM IST.

Roles & Responsibilities:

Core Responsibilities:

• Act as Subject Matter Expert and first-level escalation point for Finance transactions and store-related inquiries received through phone, email, paper-based channels, and Remedy Incident Management
• Provide real-time floor support to associates during live calls, assisting with complex scenarios and ensuring accurate resolutions.
• Independently handle complex or high-impact inquiries by leveraging deep understanding of Lowe’s systems, financial processes, and retail lifecycle dependencies.
• Apply strong situational judgment to assess urgency, determine prioritization, and guide immediate resolution strategies during live interactions
• Monitor daily call queues and assist the Operations Leader in workload balancing between offshore and onshore teams.
• Conduct call quality reviews and provide structured coaching and feedback to team members to enhance service delivery.
• Ensure accurate documentation of call interactions and adherence to case logging standards.
• Develop and maintain a centralized knowledge repository (FAQs, SOPs, escalation matrices, job aids) to support consistent and efficient issue resolution.
• Identify recurring issues and perform root cause analysis to recommend preventive solutions and process improvements.
• Provide ongoing training and refresher sessions to team members to enhance product knowledge, system proficiency, and customer service capabilities.
• Monitor key performance indicators such as AHT, FCR, SLA, Quality, and CSAT to identify trends and improvement opportunities.
• Collaborate with cross-functional partners (Finance, Store Operations, IT, Procurement, etc.) to resolve complex store inquiries and ensure alignment on processes.
• Assist the Operations Leader in reporting, performance tracking, staffing coordination, and operational planning.
• Act as backup to the Operations Leader during absence, ensuring operational continuity and decision-making support.
• Proactively recommend workflow improvements to enhance efficiency, reduce repeat calls, and improve overall store experience.
• Demonstrate strong verbal communication skills and professionalism in all store interactions, modeling service excellence for the team.

Years of Experience:

• 4–7 years of experience in shared services, contact center, retail support, or operational support environment.
• Minimum 1–2 years of experience in a senior specialist, SME, or lead capacity.

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

• Bachelor of Commerce (Accounting & Finance)

Skill Set Required

Primary Skills (must have)

• Proven experience handling complex inquiries in a real-time support or call center environment.
• Strong understanding of call center KPIs such as AHT, FCR, SLA, and CSAT.
• Familiarity with escalation matrices and cross-functional issue resolution processes
• Strong knowledge of store operations processes, policies, and support frameworks
• Experience mentoring or coaching team members.
• Retail or store support experience preferred.
• Exposure to financial or operational systems is a plus.

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.