Delivery Experience Specialist – Customer Support & Claims

Lowe's Companies, Inc.; Charlotte (NC); On-site; USD 32,000 - 45,000; Full time

Job summary

Lowe’s Companies, Inc. in Charlotte, NC is seeking a dedicated Customer Service Associate to serve as the primary contact for customers and internal teams, helping to ensure seamless in-home deliveries and quick issue resolution.

You will use multiple systems to track orders, coordinate with stores, vendors, and 3PL partners, and uphold a culture of accuracy, responsiveness, and continuous improvement in a fast-paced retail logistics environment.

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 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 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 (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.

Skills

Customer service

Communication

Interpersonal skills

Problem-solving

Tools

Microsoft Office Suite

Job description

Lowe’s Companies, Inc. in Charlotte, NC is seeking a dedicated Customer Service Associate to serve as the primary contact for customers and internal teams, helping to ensure seamless in-home deliveries and quick issue resolution.

You will use multiple systems to track orders, coordinate with stores, vendors, and 3PL partners, and uphold a culture of accuracy, responsiveness, and continuous improvement in a fast-paced retail logistics environment.