Customer Resolution Specialist

4 days ago


Denver, Colorado, United States Lowe's Full time
Job Summary

We are seeking a highly skilled and motivated Customer Resolution Associate to join our team at Lowe's. As a Customer Resolution Associate, you will be responsible for supporting delivery operations from internal and external customers, communicating with customers to obtain feedback for improving customer in-home delivery experiences, and assisting in problem-solving to create brand loyalty and lasting customer relationships.

Key Responsibilities
  • Support delivery operations from internal and external customers
  • Communicate with customers to obtain feedback for improving customer in-home delivery experiences
  • Assist in problem-solving to create brand loyalty and lasting customer relationships
  • Deliver business results and handle multiple tasks in a fast-paced environment
  • Knowledge of Home Delivery XDT operations
  • Market Delivery Associate will be assigned daily tasks such as working alerts and queues, process customer order changes, and utilize multiple order management systems
  • Customer management responsibilities include customer escalated issues and Executive Care opportunities to provide immediate resolutions and solutions
  • Interactions with 3PL service providers, Lowe's Supply Chain functional teams, Lowe's distribution nodes (BDC, RDC, etc.) and store operations
  • Effective problem-solving, change adoption, team orientation, and empowerment skills
  • Builds and maintains business relationships with Retail and Lowe's Pro partners
  • Possess good oral, written skills, and knowledgeable utilizing Microsoft office applications
  • Maintains continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving In-Home Customer Delivery experience
  • Work cases as assigned through case management system to ensure all customer issues can be resolved. Escalate issues appropriately to management as needed
  • Teamwork – works cooperatively with others to accomplish joint tasks and common delivery objectives. Contributes to a positive environment, fosters collaboration, and tangible contribution
Requirements
  • High school diploma or equivalent
  • 1 year of directly related experience


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