Supply Chain Customer Experience Professional

Lowe's Companies, Inc.•Hagerstown, MD

1d•Onsite

About The Position

This role is responsible for providing exceptional customer service within the Supply Chain department. The professional will act as a knowledgeable resource, determining the best course of action to resolve customer issues and define their product/project needs. They will serve as a single point of contact for various requests, including order placement, product sourcing, and shipment tracking. The role requires multitasking, accurate data input, and the ability to build rapport with customers, maintaining a positive attitude and demonstrating care and courtesy. Problem-solving skills and the ability to remain calm under pressure are essential for resolving complex issues. Continuous learning about Lowe's business and Supply Chain resources is expected, along with providing feedback for process improvement. Collaboration with shipping, receiving, and transportation teams is necessary to troubleshoot issues and communicate effectively with both internal and external customers.

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

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