Analyst – Mail Support (Customer 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

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

Pricing team spans across Competitor Intel, Pricing crawling and validation, Pricing Operations as well as Promotional pricing and clearance teams. Pricing team is responsible for the execution of promotional pricing in promotional execution tool, validations of pricing to ensure execution is presented to the customer as expected, and communication to the stores for pricing issues. This team will be directly responsible for weekend support of the store support mailbox.

Job Summary:

The Analyst is responsible for supporting daily mailbox operations by handling defined pricing support cases, following standard triage steps, and ensuring timely and accurate responses. This role helps maintain smooth queue handling and supports the team in meeting service expectations.

The Analyst works under the guidance of the Senior Analyst and Manager and supports standard issue resolution, documentation, and operational continuity across the mailbox support function.

(Shift Timings - 11 AM TO 8 PM or 2:30 PM TO 11:30 PM)

Roles & Responsibilities:

Core Responsibilities:

Handle daily mailbox cases based on defined processes and guidelines. Review incoming issues, capture relevant details, and route or resolve them correctly. Ensure case notes, actions taken, and responses are documented properly. Support standard queue management and backlog clearance. Escalate complex, unclear, or high-risk issues to the Senior Analyst or Manager. Follow SOPs, response standards, and process controls. Support tracker updates, case logs, and operational reporting as needed. Assist with coverage during volume spikes, PTO, and shift transitions. Maintain accuracy, responsiveness, and process discipline in all assigned work.

Years of Experience:

2+ years of experience in Retail Operations, Shared Services, Support Operations, or other process-oriented roles.

Experience in service support or case-handling environments preferred.

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

B.com / BBM / MBA / Retail Operations Management

Skill Set Required

Primary Skills (must have)

Process execution

Attention to detail

Written communication

Time management

Basic problem solving

Queue handling discipline

Documentation and follow-through

Secondary Skills (desired)

Excel or reporting basics

Experience in support operations

Ability to work in a shift-based environment

This role will support a roster-based mailbox operation and may be required to work during weekdays and weekends as part of a planned rotation. Shift assignments may change based on business need, leave coverage, and workload requirements.