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Sales Specialist Pro Services

Company: Lowes Home Improvement
Location: Kokomo
Posted on: November 1, 2018

Job Description:

Job Title: Sales Specialist - ProServices SS0051 Job Description General Description/Purpose The primary function of the Sales Specialist ProServices is to serve as the store expert on pro sales by providing detailed product information to both customers and other Lowe's employees. The Sales Specialist ProServices is expected to maximize sales and margins by pursuing and contacting targeted customers, identifying and exploring sales opportunities through asking questions, developing action plans for sales opportunities, and abiding by ProServices' monthly program and directives. This includes following up on sales and quotes, maintaining inventory levels to support sales, preparing sales transactions, planning and arranging deliveries, ensuring orders are sold and tracked, and continuously establishing relationships with new and building relationships with current customers. The Sales Specialist ProServices is also responsible for providing excellent customer service through the daily execution of Lowe's customer service programs, proactively resolving root causes of customer issues, following up on completed orders to ensure customer satisfaction, and collaborating with other employees to assist customers as needed in locating, selecting, carrying, and loading merchandise in support of the pro customer. This includes opening business accounts as requested and handling government accounts. The Sales Specialist ProServices is also required to maintain a safe and secure work environment by complying with company policies and procedures for merchandising, housekeeping, safety, and monitoring for potential theft or security risks. Lastly, the Sales Specialist ProServices is responsible for completing all other duties as assigned. Work Schedule Requires morning, afternoon, and evening availability any day of the week. Required to work a Corporate schedule determined by Staffing Department, but may be changed by store management based on the needs of the store. Requests to be scheduled off for a specific day require advanced notification and approval by supervisor. Hourly Full Time or Part Time: Generally scheduled 39 to 40 or 10 to 25 hours per week, respectively; more hours may be required based on the needs of the store. Scope This position reports to an Assistant Store Manager-Sales and does not have direct reports. Essential Knowledge, Skills, and Abilities Acting with Honor and Character: Integrity and Ethics; Trustworthiness Administrative Ability: Administrative Ability; Computer Use; Form, Report, and Log Completion Arithmetic Computation: Arithmetic Computation Basic Equipment Use/Assembly: Diagrams; Equipment Operations Being Organizationally Savvy: Organizational and Department Knowledge Communicating Effectively: English Language Proficiency; Telephone Etiquette; Verbal Communication; Written Communication; Bi-Lingual a plus Conscientiousness/Inspection/Detail Orientation: Attention to Detail; Dependability Creating the New and the Different: Innovation/Creativity Customer Service: Customer Need Identification (Curiosity); Customer Service Orientation Dealing with Trouble: Conflict Resolution Decision Making: Analysis and Interpretation; Decision-Making; Problem Solving Demonstrating Personal Flexibility: Adaptability/Flexibility; Learning; Stress Tolerance Focusing on the Bottom Line: Accountability; Drive; Initiative; Target Markets General Home Construction: Blueprints and Estimates; Home Improvement General Product or Service Knowledge: General Product and Service Knowledge; Merchandise Getting Organized: Multi-Tasking; Planning and Organizing; Time Management Inspiring Others: Influence Effective Date: 1/17/2017 Page 1 of 4 Job Code: Department: 404 Job Title: Sales Specialist - ProServices SS0051 Job Description Essential Knowledge, Skills, and Abilities (Continued) Keeping on Point: Sense of Urgency Managing Diverse Relationships: Diversity Awareness Managing Work Processes: Process Improvement Policies & Procedures: Lowe's Policies and Procedures; Lowe's Safety and Loss Prevention Policies and Procedures; Lowe's Services and Programs; Return and Exchange Policies Quality Awareness: Quality Awareness Reading Comprehension: Reading Comprehension Relating Skills: Build Relationships; Interpersonal Skills; Listening; Sociability; Teamwork Safety Orientation: Equipment and Tool Safety; Safety Orientation Sales/Selling Orientation: Competition; Parts Warranty, Protection Plans, and Out for Repair Process; Sales Orientation; Selling Proficiency Training: Training Key Responsibilities Provides superior customer service at all times through the daily execution of Lowe's customer service policies, procedures and programs (e.g., customer greeting, 3 in-line, phone answering, Price Guarantee, Special Order, Installed Sales, Delivery programs). - Provides customer service by engaging customers; answering questions regarding the store, its merchandise, Lowe's policies and warranties; sharing information related to current sales and promotions; recommending and locating merchandise and solutions for customers; describing merchandise ues, operation, and care; processing phone, fax, and email orders for customers; placing special orders; and calling other stores to find desired merchandise. - - Follows-up with customers to ensure all order and project requirements are satisfactorily met. - Reviews Due File to ensure order was sold and tracks it. Conducts sales activities and builds relationships with commercial customers (primarily) by contacting customers to promote products, ask lifestyle questions, and assess needs; matches product recommendations to customer needs; explains the value and convenience of products Lowe's sells (e.g., capabilities of different products); and visits customer sites. - - Follows up on all quotes within 24 hours. - Complies with company policies, procedures, and standards for merchandising, housekeeping, safety, and security. Performs sales transactions by computing sales prices and total purchase prices; preparing sales slips and sales contracts; and maintaining sales records. - - Maximizes sales and margin by identifying sales opportunities; and developing an action plan for identified sales opportunities. - Assists customers as needed in locating, demonstrating, selecting, carrying, and/or loading merchandise. - Plans and arranges for simple to complex product deliveries. - Aggressively pursues targeted customers (e.g., Construction, Repair/Remodeler, Property Management, Business Maintenance). - Determines root cause of customer issues to proactively address them. Opens business accounts through in- person and over-the-phone customer interaction; and sets up and evaluates business accounts by processing application, reviewing credit approval, and evaluating appropriateness of commercial account. - Ensures inventory levels are adequate to support sales through personal review, intervention, and frequent communication with management. - Effective Date: 1/17/2017 Page 2 of 4 Job Code: Department: 404 Job Title: Sales Specialist - ProServices SS0051 Job Description Key Responsibilities (Continued) Addresses and/or escalates customer complaints; and notifies Manager/Manager on Duty (MOD) of customer dissatisfaction or procedure violations. - - Follows ProServices monthly directives and programs to contact and capture Pro business customers. Detects common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and/or Loss Prevention. - Utilizes Pro Business Management (PBM) to contact and build relationships with customers, enter quality comments, and enter sales driving follow-up actions. - - Communicates with vendors (e.g., Grainger) to determine customers' needs (e.g., types of products customers need). Stays abreast of and obtains ProServices information from ProServices Community in Connections; and completes the ProServices training programs in the Learning Management System along with any other training and/or certification programs available. - Ensures all ProServices behind the desk signage is maintained and filled with current ProServices literature by using the setup and ordering instructions on the ProServices Supplies wiki in the ProServices Community. - - Utilizes department tools and resources to assist customers with home improvement/project plans. Makes sure the store is priced at parity with competition, giving special attention to key commodity items; and keeps management informed of any issues in order to maintain everyday competitive market pricing. - - Attends Sales Specialist meetings. Manages and maintains the Business Replenishment Program (BRP); promotes program to all Pro customers; and contacts BRP customers bi-weekly. - Performs price reviews in accordance with pricing policies (e.g., Pricing Policy SF-06) and ensures maintenance of pricing and pricing documentation. - Physical Requirements Lifts up to 40 pounds daily without assistance; may lift up to 100 pounds with or without assistance. Agility : The ability to bend, stretch, twist, or reach out with the body, arms, or legs to perform job tasks. This includes the ability to move throughout all areas of the store (e.g., sales floor, receiving, register areas, lawn and garden), Lowe's property surrounding the store, or additional work areas. Climbing : The ability to climb, work, and carry items up and down ladders. Hand-Eye Coordination : The ability to coordinate one's eyes with one's fingers, wrists, or arms to move, carry, or manipulate objects or to perform other job-related tasks. Manual Dexterity : The ability to make quick, accurate, skillful, coordinated movements of one hand, one hand in coordination with its arm, or two hands to grasp, place, move, or assemble objects. Physical Strength : The ability to lift, push, pull, or carry objects using hands, arms, back, abdominal muscles, shoulders, legs, or a combination of these muscle groups. Proper Lifting Techniques : The ability to properly lift heavy objects or equipment. This includes the knowledge of correct bending and lifting techniques as needed to properly position and use one's hands, feet, legs, arms, and back to lift objects or equipment, and to push, pull, and carry heavy objects. Protective Equipment : The ability to wear all necessary personal protective equipment to perform job functions. Stamina : The ability to exert oneself physically over long periods of time. This may include performing repetitive or strenuous tasks as well as standing and sitting for long periods. Effective Date: 1/17/2017 Page 3 of 4 Job Code: Department: 404 Job Title: Sales Specialist - ProServices SS0051 Job Description Physical Requirements (Continued) Visual Acuity : The ability to see details (e.g., letters, numbers, codes, color, symbols, marks, labels, signs, video displays including iPads) clearly to accomplish work tasks in a safe and efficient manner. Work Conditions : The ability to perform job activities, with appropriate intermittent relief where applicable, under difficult work conditions such as in extreme cold, heat, inclement weather, at heights, while exposed to constant/intermittent sounds. Minimum and Preferred Qualifications Minimum Qualifications AND High School Diploma or equivalent. AND 1 year external experience in customer facing sales OR 6 months Lowe's retail experience. AND 1 year sales experience in building and maintenance, building and maintenance supply, construction, trades, or maintenance repair operations (MRO), identifying and selling products based on customer needs, including credit cards, installations, add-on sales, and explaining warranties, product features, and benefits. AND 1 year building and maintenance, building and maintenance supply, construction, trades, or maintenance repair operations (MRO) experience providing customer service, including identifying and resolving customer issues, assisting customers in locating product, greeting customers, answering phones, building relationships with customers, and thanking customers for their business. Preferred Qualifications 1 year experience entering and submitting customer sales orders, including Special Order Sales. 2 years experience identifying and selling products based upon customer needs or plans. 2 years experience in providing exceptional customer service, including greeting customers, answering phones, thanking customers for their business, pulling orders for delivery, pricing jobs, calculating job lot quantities, following up with customers, and cold calling. 2 years experience following up on outstanding or incomplete customer orders, sales, or installs. 1 year experience promoting product related services and plans such as installation, delivery, credit financing, or extended protection plans. 2 years experience in a sales environment with required sales goals or metrics. Currently licensed in trade area related to commercial sales or general contracting OR previously licensed in trade area related to commercial sales or general contracting. 2 years experience in a trade directly related to commercial sales. 2 years business-to-business sales experience. Lowe's is an equal opportunity 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. Effective Date: 1/17/2017 Page 4 of 4 Job Title: Sales Specialist - ProServices SS0051 Job Description General Description/Purpose The primary function of the Sales Specialist ProServices is to serve as the store expert on pro sales by providing detailed product information to both customers and other Lowe's employees. The Sales Specialist ProServices is expected to maximize sales and margins by pursuing and contacting targeted customers, identifying and exploring sales opportunities through asking questions, developing action plans for sales opportunities, and abiding by ProServices' monthly program and directives. This includes following up on sales and quotes, maintaining inventory levels to support sales, preparing sales transactions, planning and arranging deliveries, ensuring orders are sold and tracked, and continuously establishing relationships with new and building relationships with current customers. The Sales Specialist ProServices is also responsible for providing excellent customer service through the daily execution of Lowe's customer service programs, proactively resolving root causes of customer issues, following up on completed orders to ensure customer satisfaction, and collaborating with other employees to assist customers as needed in locating, selecting, carrying, and loading merchandise in support of the pro customer. This includes opening business accounts as requested and handling government accounts. The Sales Specialist ProServices is also required to maintain a safe and secure work environment by complying with company policies and procedures for merchandising, housekeeping, safety, and monitoring for potential theft or security risks. Lastly, the Sales Specialist ProServices is responsible for completing all other duties as assigned. Work Schedule Requires morning, afternoon, and evening availability any day of the week. Required to work a Corporate schedule determined by Staffing Department, but may be changed by store management based on the needs of the store. Requests to be scheduled off for a specific day require advanced notification and approval by supervisor. Hourly Full Time or Part Time: Generally scheduled 39 to 40 or 10 to 25 hours per week, respectively; more hours may be required based on the needs of the store. Scope This position reports to an Assistant Store Manager-Sales and does not have direct reports. Essential Knowledge, Skills, and Abilities Acting with Honor and Character: Integrity and Ethics; Trustworthiness Administrative Ability: Administrative Ability; Computer Use; Form, Report, and Log Completion Arithmetic Computation: Arithmetic Computation Basic Equipment Use/Assembly: Diagrams; Equipment Operations Being Organizationally Savvy: Organizational and Department Knowledge Communicating Effectively: English Language Proficiency; Telephone Etiquette; Verbal Communication; Written Communication Conscientiousness/Inspection/Detail Orientation: Attention to Detail; Dependability Creating the New and the Different: Innovation/Creativity Customer Service: Customer Need Identification (Curiosity); Customer Service Orientation Dealing with Trouble: Conflict Resolution Decision Making: Analysis and Interpretation; Decision-Making; Problem Solving Demonstrating Personal Flexibility: Adaptability/Flexibility; Learning; Stress Tolerance Focusing on the Bottom Line: Accountability; Drive; Initiative; Target Markets General Home Construction: Blueprints and Estimates; Home Improvement General Product or Service Knowledge: General Product and Service Knowledge; Merchandise Getting Organized: Multi-Tasking; Planning and Organizing; Time Management Inspiring Others: Influence Effective Date: 1/17/2017 Page 1 of 4 Job Code: Department: 404 Job Title: Sales Specialist - ProServices SS0051 Job Description Essential Knowledge, Skills, and Abilities (Continued) Keeping on Point: Sense of Urgency Managing Diverse Relationships: Diversity Awareness Managing Work Processes: Process Improvement Policies & Procedures: Lowe's Policies and Procedures; Lowe's Safety and Loss Prevention Policies and Procedures; Lowe's Services and Programs; Return and Exchange Policies Quality Awareness: Quality Awareness Reading Comprehension: Reading Comprehension Relating Skills: Build Relationships; Interpersonal Skills; Listening; Sociability; Teamwork Safety Orientation: Equipment and Tool Safety; Safety Orientation Sales/Selling Orientation: Competition; Parts Warranty, Protection Plans, and Out for Repair Process; Sales Orientation; Selling Proficiency Training: Training Key Responsibilities Provides superior customer service at all times through the daily execution of Lowe's customer service policies, procedures and programs (e.g., customer greeting, 3 in-line, phone answering, Price Guarantee, Special Order, Installed Sales, Delivery programs). - Provides customer service by engaging customers; answering questions regarding the store, its merchandise, Lowe's policies and warranties; sharing information related to current sales and promotions; recommending and locating merchandise and solutions for customers; describing merchandise ues, operation, and care; processing phone, fax, and email orders for customers; placing special orders; and calling other stores to find desired merchandise. - - Follows-up with customers to ensure all order and project requirements are satisfactorily met. - Reviews Due File to ensure order was sold and tracks it. Conducts sales activities and builds relationships with commercial customers (primarily) by contacting customers to promote products, ask lifestyle questions, and assess needs; matches product recommendations to customer needs; explains the value and convenience of products Lowe's sells (e.g., capabilities of different products); and visits customer sites. - - Follows up on all quotes within 24 hours. - Complies with company policies, procedures, and standards for merchandising, housekeeping, safety, and security. Performs sales transactions by computing sales prices and total purchase prices; preparing sales slips and sales contracts; and maintaining sales records. - - Maximizes sales and margin by identifying sales opportunities; and developing an action plan for identified sales opportunities. - Assists customers as needed in locating, demonstrating, selecting, carrying, and/or loading merchandise. - Plans and arranges for simple to complex product deliveries. - Aggressively pursues targeted customers (e.g., Construction, Repair/Remodeler, Property Management, Business Maintenance). - Determines root cause of customer issues to proactively address them. Opens business accounts through in- person and over-the-phone customer interaction; and sets up and evaluates business accounts by processing application, reviewing credit approval, and evaluating appropriateness of commercial account. - Ensures inventory levels are adequate to support sales through personal review, intervention, and frequent communication with management. - Effective Date: 1/17/2017 Page 2 of 4 Job Code: Department: 404 Job Title: Sales Specialist - ProServices SS0051 Job Description Key Responsibilities (Continued) Addresses and/or escalates customer complaints; and notifies Manager/Manager on Duty (MOD) of customer dissatisfaction or procedure violations. - - Follows ProServices monthly directives and programs to contact and capture Pro business customers. Detects common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and/or Loss Prevention. - Utilizes Pro Business Management (PBM) to contact and build relationships with customers, enter quality comments, and enter sales driving follow-up actions. - - Communicates with vendors (e.g., Grainger) to determine customers' needs (e.g., types of products customers need). Stays abreast of and obtains ProServices information from ProServices Community in Connections; and completes the ProServices training programs in the Learning Management System along with any other training and/or certification programs available. - Ensures all ProServices behind the desk signage is maintained and filled with current ProServices literature by using the setup and ordering instructions on the ProServices Supplies wiki in the ProServices Community. - - Utilizes department tools and resources to assist customers with home improvement/project plans. Makes sure the store is priced at parity with competition, giving special attention to key commodity items; and keeps management informed of any issues in order to maintain everyday competitive market pricing. - - Attends Sales Specialist meetings. Manages and maintains the Business Replenishment Program (BRP); promotes program to all Pro customers; and contacts BRP customers bi-weekly. - Performs price reviews in accordance with pricing policies (e.g., Pricing Policy SF-06) and ensures maintenance of pricing and pricing documentation. - Physical Requirements Lifts up to 40 pounds daily without assistance; may lift up to 100 pounds with or without assistance. Agility : The ability to bend, stretch, twist, or reach out with the body, arms, or legs to perform job tasks. This includes the ability to move throughout all areas of the store (e.g., sales floor, receiving, register areas, lawn and garden), Lowe's property surrounding the store, or additional work areas. Climbing : The ability to climb, work, and carry items up and down ladders. Hand-Eye Coordination : The ability to coordinate one's eyes with one's fingers, wrists, or arms to move, carry, or manipulate objects or to perform other job-related tasks. Manual Dexterity : The ability to make quick, accurate, skillful, coordinated movements of one hand, one hand in coordination with its arm, or two hands to grasp, place, move, or assemble objects. Physical Strength : The ability to lift, push, pull, or carry objects using hands, arms, back, abdominal muscles, shoulders, legs, or a combination of these muscle groups. Proper Lifting Techniques : The ability to properly lift heavy objects or equipment. This includes the knowledge of correct bending and lifting techniques as needed to properly position and use one's hands, feet, legs, arms, and back to lift objects or equipment, and to push, pull, and carry heavy objects. Protective Equipment : The ability to wear all necessary personal protective equipment to perform job functions. Stamina : The ability to exert oneself physically over long periods of time. This may include performing repetitive or strenuous tasks as well as standing and sitting for long periods. Effective Date: 1/17/2017 Page 3 of 4 Job Code: Department: 404 Job Title: Sales Specialist - ProServices SS0051 Job Description Physical Requirements (Continued) Visual Acuity : The ability to see details (e.g., letters, numbers, codes, color, symbols, marks, labels, signs, video displays including iPads) clearly to accomplish work tasks in a safe and efficient manner. Work Conditions : The ability to perform job activities, with appropriate intermittent relief where applicable, under difficult work conditions such as in extreme cold, heat, inclement weather, at heights, while exposed to constant/intermittent sounds. Minimum and Preferred Qualifications Minimum Qualifications AND High School Diploma or equivalent. AND 1 year external experience in customer facing sales OR 6 months Lowe's retail experience. AND 1 year sales experience in building and maintenance, building and maintenance supply, construction, trades, or maintenance repair operations (MRO), identifying and selling products based on customer needs, including credit cards, installations, add-on sales, and explaining warranties, product features, and benefits. AND 1 year building and maintenance, building and maintenance supply, construction, trades, or maintenance repair operations (MRO) experience providing customer service, including identifying and resolving customer issues, assisting customers in locating product, greeting customers, answering phones, building relationships with customers, and thanking customers for their business. Preferred Qualifications 1 year experience entering and submitting customer sales orders, including Special Order Sales. 2 years experience identifying and selling products based upon customer needs or plans. 2 years experience in providing exceptional customer service, including greeting customers, answering phones, thanking customers for their business, pulling orders for delivery, pricing jobs, calculating job lot quantities, following up with customers, and cold calling. 2 years experience following up on outstanding or incomplete customer orders, sales, or installs. 1 year experience promoting product related services and plans such as installation, delivery, credit financing, or extended protection plans. 2 years experience in a sales environment with required sales goals or metrics. Currently licensed in trade area related to commercial sales or general contracting OR previously licensed in trade area related to commercial sales or general contracting. 2 years experience in a trade directly related to commercial sales. 2 years business-to-business sales experience. Lowe's is an equal opportunity 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. Effective Date: 1/17/2017 Page 4 of 4

Keywords: Lowes Home Improvement, Kokomo , Sales Specialist Pro Services, Sales , Kokomo, Indiana

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