Delivery Experience & Claims Support Specialist

Lowe's Companies, Inc.; Charlotte (NC); On-site; USD 36,000 - 60,000; Full time

Job summary

Lowe's Companies, Inc. is seeking a Customer Service professional in Charlotte, NC to serve as the main contact for inquiries and to support in-home delivery operations. You will capture feedback, resolve issues, and coordinate with stores, vendors, and 3PL partners to ensure on-time deliveries.

The role requires strong communication, problem-solving, and proficiency with Microsoft Office. It offers a fast-paced environment with multiple priorities and opportunities to contribute to continuous

Qualifications

• 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

Responsibilities

• Serve as the primary point of contact for 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 partners to resolve customer and cargo-related claims.
• Input and manage claims 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, 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.

Skills

Customer service

Communication

Problem solving

Microsoft Office

Tools

Microsoft Office

Job description

Lowe's Companies, Inc. is seeking a Customer Service professional in Charlotte, NC to serve as the main contact for inquiries and to support in-home delivery operations. You will capture feedback, resolve issues, and coordinate with stores, vendors, and 3PL partners to ensure on-time deliveries.

The role requires strong communication, problem-solving, and proficiency with Microsoft Office. It offers a fast-paced environment with multiple priorities and opportunities to contribute to continuous