Your Impact
The Market Delivery Support Specialist plays a pivotal role in executing Lowe's home delivery processes to ensure accurate, timely, and high-quality order fulfillment. This role ensures seamless coordination between internal teams, third-party logistics partners, and customers, while actively managing order issues, claims, and service recovery opportunities. The Market Delivery Support Specialist supports customer satisfaction, supply chain operations, and brand loyalty through exceptional problem-solving and communication skills.
How We Support You
As an industry leader, we invest in the people and technology needed to grow and win as a team.
- Culture of Belonging: We foster a positive work environment where teams build meaningful connections and share genuine appreciation for each other.
- Resilient Teams: Thrive in resolving customer challenges and navigating multiple systems daily, supported by a strong and caring team ready to go the extra mile.
- Bonuses and Benefits: We invest in your well-being, through rewarding bonus opportunities and comprehensive benefits designed to help you shape your future.
- Health and Wellbeing: We offer paid time off for vacations, holidays and sick time, as well as access to top-tier medical, dental and vision insurance.
For information about our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
Your Day at Lowe’s
In this role, you’ll work on-site to support delivery operations for internal and external customers. Most of your day will be spent in-office talking to customers, sorting out order changes, and solving customer challenges. You will use your communication skills and training knowledge of Home Delivery Cross-Dock Terminal (XDT) operations to tackle daily tasks like alerts and collaborations with different teams.
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
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.
