Market Delivery Support Specialist

Lowe's Companies, Inc.•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 case/order management systems, and handle "Save the Sale" opportunities to recover potential lost revenue. Responsibilities include processing order changes, tracking special orders, collaborating with various departments and third-party logistics (3PL) partners to ensure inventory integrity and on-time deliveries, and managing claims such as property damage. The role requires effective communication with Lowe’s retail teams, supply chain nodes, store operations, service providers, Pro partners, and vendors, while demonstrating adaptability in a fast-paced environment. A customer-first mindset and a commitment to continuous improvement are essential.

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.