Customer Resolution Associate

2 weeks ago

Kansas City, United States Disability Solutions Full time
Your Impact at Lowe's

As a Market Delivery Associate, you'll be collaborating with team members in-office to solve logistic challenges and deliver an exceptional customer experience. Your contributions directly affect customer satisfaction and brand loyalty, ensuring that our delivery operations meet and exceed customer expectations.

When customer issues pop up, you'll be there to jump in, find quick solutions, and build solid relationships. Your role is vital in making sure things run smoothly in the fast-paced world of deliveries.

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.

Key Responsibilities

Support delivery operations for internal (stores/contact center) and external customers (DIY and Pro Customers).

Communicate with customers to gather feedback and enhance in-home delivery experiences.

Handle multiple tasks in a fast-paced environment, delivering business results.

Utilize knowledge of Home Delivery XDT operations.

Perform daily tasks such as working alerts and queues, processing customer order changes, and utilizing multiple order management systems.

Manage customer escalated issues and Executive Care opportunities for immediate resolutions.

Collaborate with third-party logistics service providers, Lowe's Supply Chain teams, distribution nodes, and store operations.

Demonstrate effective problem-solving, change adoption, teamwork, and empowerment skills.

Build and maintain business relationships with Retail and Lowe's Pro partners.

Possess good oral and written communication skills, proficient in Microsoft Office applications.

Maintain continuous dialogue with third-party logistics vendor partners to address and resolve claims and complaints.

Work on assigned cases through the case management system to ensure resolution of customer issues.

Minimum Qualifications

High school diploma or equivalent

1 year of directly related experience

Preferred Qualifications

Strong oral and written communication skills.

Familiar with Microsoft Office applications.

Previous experience in Home Delivery or Market Delivery operations.

Proficient in customer service, call center operations, customer support, and resolving customer issues.

Demonstrated ability to handle multiple tasks in a fast-paced environment.

Effective problem-solving and team collaboration skills.

Schedule Requirements

Various shift options are available Monday-Sunday. Shift times include: 6AM - 3PM, 9AM - 6PM, and 12PM - 9PM. Flexible work availability is required, as a preferred schedule is not guaranteed.

Compensation

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 our benefits page.

About Lowe's

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com

EEO Statement

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.

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.

#Full timeRequiredPreferredJob Industries
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