Market Delivery Support Specialist

Lowes

About The Position

The Market Delivery Support Specialist serves as the primary point of contact for both internal and external customer inquiries, focusing on enhancing the in-home delivery experience by capturing feedback and proactively resolving issues, including escalations and Executive Care cases. This role involves monitoring and working alerts, queues, and cases through case/order management systems, managing “Save the Sale” opportunities to recover potential lost revenue, and processing customer order changes and special order tracking (SOS). The specialist will collaborate with stores, vendors, and distribution centers to ensure inventory integrity and on-time deliveries, utilizing multiple systems for accurate documentation. Coordination with 3PL (third-party logistics) partners to resolve customer and cargo-related claims, inputting and managing claims into Lowe’s claims portal, and ensuring timely updates and resolution are also key functions. 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 role requires adaptability in a fast-paced environment with multiple priorities, strong listening, communication, and documentation skills, and effective use of Microsoft Office and other applications. This position contributes to a culture of continuous improvement and a customer-first mindset. Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2025 sales of more than $86 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. 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.

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.