Market Delivery Support Specialist

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

Job summary

Lowe's in the United States is seeking a customer service specialist to act as the primary contact for inquiries and to enhance the in-home delivery experience. You will resolve escalations, monitor cases, and collaborate with stores, vendors, and 3PL partners to ensure timely deliveries.

The role emphasizes strong communication, documentation, and adaptability in a fast-paced environment, with a focus on maintaining customer trust and revenue recovery.

Qualifications

• 1–2 years in customer service or support roles.
• Ability to read, write, and perform basic math.
• Strong interpersonal and problem-solving skills.
• Proficiency with Microsoft Office Suite.

Responsibilities

• Serve as the primary contact for internal and external customer inquiries.
• Communicate with customers to capture feedback and improve in-home delivery.
• Proactively manage and resolve customer issues, including escalations and Executive Care cases.
• Monitor alerts, queues, and cases in case/order systems.
• Maintain Save the Sale opportunities to recover revenue.
• Process order changes and track special orders.
• Collaborate with stores, vendors and distribution centers to ensure on-time deliveries.
• Use multiple systems to update orders and reschedules documentation.
• Coordinate with 3PL partners to resolve cargo-related claims.
• Input and manage claims (e.g., property damage) in Lowe’s portal.
• Ensure timely updates and resolution of claims to preserve customer trust.
• Communicate with Lowe’s retail teams, supply chain nodes, store ops, and service providers.
• Foster strong relationships with Pro partners and vendors.
• Demonstrate adaptability in a fast-paced, multi-priority environment.
• Exhibit listening, communication, and documentation skills.
• Use Microsoft Office and other applications to support daily operations.
• Contribute to a culture of continuous improvement and customer-first mindset.

Skills

Customer service

Communication

Problem solving

Documentation

Tools

Microsoft Office Suite

Job description

What You Will Do

• 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.

Minimum 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

Preferred Work Experience

• Experience with Inventory, processing returns and communicating with vendors
• Exposure to logistics or home delivery operations

About Lowe’s

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. For more information, visit Lowes.com.

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.