Market Delivery Support Specialist

Lowes•Louisville, KY

About The Position

This role serves as the primary point of contact for internal and external customer inquiries, focusing on enhancing the in-home delivery experience. The specialist will proactively manage and resolve customer issues, monitor alerts and queues, and work on 'Save the Sale' opportunities to recover potential lost revenue. Responsibilities include processing customer order changes, tracking special orders, and collaborating with various teams to ensure inventory integrity and on-time deliveries. The role requires utilizing multiple systems for accurate documentation, coordinating with third-party logistics partners for claims, and ensuring timely resolution of customer claims to preserve trust. Communication with Lowe’s retail teams, supply chain nodes, store operations, and service providers is essential, as is fostering strong relationships with Pro partners and vendors. The ideal candidate will demonstrate adaptability in a fast-paced environment, possess strong listening, communication, and documentation skills, and effectively use Microsoft Office and other applications. A commitment to a culture of continuous improvement and a customer-first mindset is expected.

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.