Supply Chain Customer Experience Professional

Lowe's Companies, Inc.•Thomasville, NC

5d•Onsite

About The Position

This role focuses on enhancing the customer experience within the supply chain. The professional will interact with customers through various communication channels, acting as a knowledgeable resource to resolve issues, define needs, and process requests such as order placement, product sourcing, and shipment tracking. The position requires multitasking, problem-solving under pressure, and maintaining a positive attitude to build rapport and ensure customer satisfaction. Continuous learning about Lowe's business and Supply Chain resources is essential, along with providing feedback for process improvement and partnering with shipping, receiving, and transportation teams to troubleshoot and communicate issues.

Requirements

High School or GED
2 years’ experience in a call center, office administration, high volume retail, service support, or similar work environment
Experience processing specialty orders
Excellent written and oral communication skills
Basic math and reading comprehension skills
Basic computer skills, including working knowledge of Microsoft Office
Ability to solve problems with a positive, can-do attitude.
Ability to multi-task, prioritize and manage time effectively
Ability to stay calm with all customers seeking resolution to a problem by providing support and superior customers service until resolution is met

Nice To Haves

Knowledge of the home improvement retail industry

Responsibilities

Uses available resources and strong judgment to determine the best course of action and/or optimal solution while interacting with customers through various communication channels.
Serves as a knowledgeable resource to customers through accurate and efficient delivery of information to resolve issues/concerns and help them define product/project needs.
Strives to be the single point of contact for various requests, including but not limited to order placement, product sourcing, and shipment tracking.
Escalates customers’ concerns to Supply Chain Customer Experience Supervisor, as applicable, determining reason for escalation and ensuring resolution of concern.
Multitasks efficiently to accurately input data while gathering necessary information to address customers inquiries.
Connects on a personal level to establish rapport and guide the customers in every interaction with a positive attitude, engagement, care, and courtesy.
Leverages problem solving skills and remains calm under pressure to resolve increasingly complex problems.
Listens attentively to customers to fully understand their needs and the need behind the need, adapting in-the-moment and being resourceful to resolve problems while demonstrating sincere appreciation.
Follows-up with customers to ensure all order and project requirements are satisfactorily met.
Practices continuous learning and self-development by remaining actively engaged in ongoing learning of Lowe’s business and Supply Chain resources to effectively complete tasks.
Provides feedback to Supply Chain Customer Experience Supervisor for continuous improvement to help determine gaps in processes.
Partners with shipping, receiving and transportation to troubleshoot issues and communicate to internal and external customers accordingly.