Market Delivery Support Specialist
About The Position
This role serves as a primary point of contact for customer inquiries, focusing on enhancing the in-home delivery experience. The specialist will manage and resolve customer issues, monitor case management systems, and work on 'Save the Sale' opportunities to recover revenue. Responsibilities include processing order changes, tracking special orders, and collaborating with various internal teams and external partners like 3PLs to ensure inventory integrity and timely deliveries. The role also involves managing claims, maintaining accurate documentation, and fostering strong relationships with partners and vendors in a fast-paced environment.
Requirements
- 1-2 Years in customer service or support roles
- Ability to read, write, and perform basic math skills
- Strong interpersonal and problem-solving skills
- Proficiency in Microsoft Office Suite
Nice To Haves
- Experience with Inventory, processing returns and communicating with vendors
- Exposure to logistics or home delivery operations
Responsibilities
- Serve as the primary point of contact for both internal and external customer inquiries.
- Communicate with customers to capture feedback and enhance the in-home delivery experience.
- Proactively manage and resolve customer issues, including escalations and Executive Care cases.
- Monitor and work alerts, queues, and cases through case/order management systems.
- Manage “Save the Sale” opportunities to recover potential lost revenue.
- Process customer order changes and special order tracking (SOS).
- Collaborate with stores, vendors and distribution centers to ensure inventory integrity and on-time deliveries.
- Utilize multiple systems to maintain accurate documentation, including order updates and delivery reschedules.
- Coordinate with 3PL (third-party logistics) partners to resolve customer and cargo-related claims.
- Input and manage claims (e.g., property damage) into Lowe’s claims portal.
- Ensure timely updates and resolution of claims to preserve customer trust.
- Communicate with Lowe’s retail teams, supply chain nodes (e.g., RDC, BDC), store operations, and service providers.
- Foster strong relationships with Pro partners and vendors.
- Demonstrate adaptability in a fast-paced environment with multiple priorities.
- Exhibit strong listening, communication, and documentation skills.
- Use Microsoft Office and other applications effectively to support day-to-day operations.
- Contribute to a culture of continuous improvement and customer-first mindset.
Benefits
- Health, Dental and Vision insurance
- Life and Disability insurance
- Paid time off based on role, tenure, and locality, including vacation, holidays, sick and volunteer time
- Flexible spending and health savings accounts
- 401(k) Retirement account with company match
- Employee Assistance Program with concierge, work/life services and no-cost counseling for all kinds of needs
- Education support programs, including tuition assistance and trade skills scholarships
- Business Travel Accident insurance
- Maternity and Parental leave
- Adoption assistance
- Lowe's Associate Discount and broad discount platform
- Annual bonuses
- Enrollment in Lowe's Employee Stock Purchase Plan and/or deferred compensation plan
- Grant awards
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
