Customer Resolution Specialist
4 days ago
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
- High school diploma or equivalent
- 1 year of directly related experience
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