Analyst Marketplace seller support

Lowe's

Bengaluru

Hybrid

INR 700,000 - 1,100,000

Full time

9 days ago

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Job summary

Lowe's India, Bengaluru, is seeking an Analyst for Marketplace Seller Support to manage seller tickets from intake to closure, using SOPs and Salesforce. You will drive data analysis, assist in key projects, and improve seller experience through timely resolutions and cross-functional collaboration.

The role involves partnering with third-party sellers, coordinating with Lowe’s teams, and delivering insights that support strategic improvements in seller performance.

Qualifications

Bachelor's degree required or equivalent in business/analytics.
Experience in online/retail merchandising or marketplace operations preferred.
Strong data analysis skills and proficiency with Excel or similar tools.
Familiarity with marketplace processes and catalog management.
Excellent written and verbal communication, including with US-based sellers.

Responsibilities

Handle routine seller support tickets using SOPs, templates, and guidance.
Document case details and actions in Salesforce; ensure timely updates.
Escalate non-standard or complex issues to Analysts/Senior Analysts and follow workflows.
Flag recurring questions or knowledge gaps to improve processes.
Participate in training and process updates to grow capability.
Collaborate with third-party seller community to close gaps and liaise with Lowe’s core teams.
Coordinate with US team on projects, timelines, and initiatives.
Prepare management-level reporting to track metrics and initiatives.
Develop and execute plans with Digital Commerce and cross-functional teams to meet deadlines.
Communicate initiatives and improvements to business teams; educate peers.
Identify tools and support needed to complete work on time.
Flexible shift-based role.

Skills

Marketplace merchandising

Catalog management

Operational mindset

Data analysis

Excel

Communication skills

Problem solving

Education

Bachelor's Degree Business Administration, Marketing, Operations, Data Analytics, or related field

Tools

Rithum/DSCO

Mirakl

Syndigo

Job description

About Lowe's

Lowes 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, Lowes operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowes 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.

Lowes India, the Global Capability Center of Lowes 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, Lowes 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

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 Lowes.

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.

II. Roles & Responsibilities:

Core 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

III. Years of Experience:

2-5Years relevant experience in online/retail merchandising, digital business, operations

IV. Education Qualification & Certifications (optional)

Required Minimum Qualifications:

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

V. 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 ,will be an added advantage .
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)