IND_Analyst-Marketplace Seller Support

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: At Lowe's India, we are the enablers who help create an engaging customer experience for our $97 billion home improvement business at Lowe's. Our 4000+ associates work across technology, analytics, business operations, finance & accounting, product management, and shared services. We leverage new technologies and find innovative methods to ensure that Lowe's has a competitive edge in the market.

To know more about Lowe's India, visit Lowes.co.in

About the Team

The Marketplace Seller Support Team focuses on providing Every seller the timely guidance on issues enabling a Best in Class Seller experience. The Team works across functional spans, support sellers on a variety of isues and being the first point of contact.

Job Summary:

The Analyst, Marketplace Seller Support is a frontline role responsible for managing seller support tickets from intake to closure across standard and moderately complex issue types. This role helps deliver a consistent seller experience through timely case handling, accurate documentation, and disciplined use of SOPs and escalation paths.

Functions of the role include generating Marketplace seller data analysis, driving key projects, monitoring and driving seller experience via quick resolutions and managing third party seller inquiries and building relationships with sellers and other cross functional stakeholders within Lowe’s.

Overall, this role contributes to online business segments that play an important role in moving the online business forward by driving ongoing improvements. The successful candidate will be an individual who can identify and support strategic improvement initiatives for seller performance, while being able to dive deep into areas of opportunity and develop solutions and processes towards improvements. This associate will work cross-functionally with multiple technical and operational teams within Lowe’s organization and drive projects and partners to complete execution.

Roles & Responsibilities:

• Handle routine seller support tickets using established SOPs, templates, and documented guidance.

• Provide timely responses and maintain consistent follow-up on assigned open cases. Accurately document case details, actions taken, and next steps in Salesforce.

• Escalate non-standard, ambiguous, or complex issues to Analysts or Senior Analysts. Follow defined workflows, quality standards, and documentation expectations. Maintain queue discipline and support productivity and backlog goals.

• Flag recurring questions or knowledge gaps encountered during case handling.

• Participate in training, coaching, and process updates to grow role capability over time.

• Partner with third party seller community to identify process gaps and provide solutions on how to close identified gaps. Liaison between core teams at Lowe’s to ensure that seller issues are resolved quickly.

• Partner with core teams at Lowe’s and within the marketplace seller network to improve seller performance and provide teams with data and metrics to ensure third party seller performance is considered in business decisions

• Collaborates with the US team to ensure they are aligned on projects, timelines, etc.

• Execute communication related to initiatives, capabilities, features, and improvements to ensure business teams are appropriately informed.
   
• Prepare management level reporting to support key metrics and initiatives. Reporting should track performance to the goals and where applicable build automation.

• Develop and execute plans with Digital Commerce team and cross-functional teams. Ensure that work is completed on time and raises risks and issues that could cause delays to the work.

• Plan, build, and execute communication related to initiatives, capabilities, features, and improvements to ensure business teams are appropriately informed. Teach peers and working teams about components and importance of online business segment. Seek feedback.

• Identify tools and support needed to complete individual work assignments on time and with high quality.

• Flexible Shift based role

Years of Experience:

• 2-4 Years relevant experience in online/retail merchandising, digital business, operations

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

List the education, certification, and work experience for an incumbent in the job. Enter the Minimum Qualifications and Preferred Qualifications as directed, and delete the areas not used.

List the education, certification, work experience and skills required to minimally qualify an individual for the job.

• Bachelors Degree Business Administration, Marketing, Operations, Data Analytics, or related field

Skill Set Required

Primary Skills (must have)

• Experience with Digital/Marketplace or category merchandising in retail
• Strong knowledge on Item/Catalog Management/ Marketplace Business processes
• Detail-oriented with strong operational mindset

• Proven Expertise in marketplace assortment management and associated tools such as Rithum/DSCO,Mirakl,Syndigo etc.

• Experience with data analysis and providing insights about the data
• Experience working with Excel and other data/reporting tools
• Excellent written and verbal communication skills, including the ability to converse with US based sellers via email, phone, teams calls(to be evaluated)
• Excellent problem-solving and time management skills

Secondary Skills (desired)

• Experience managing a business portfolio in a large retail environment
• Account management, client serving or consulting experience
• Experience with Ticketing/volume management tools
• Has voice process experience as part of CustomerService/Seller Support roles

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.