Supply Chain Customer Experience Specialist

1 week ago

Thomasville, North Carolina, United States Lowe's Full time
Job Summary

As a Supply Chain Customer Experience Professional at Lowe's, you will be responsible for delivering exceptional customer service through various communication channels. You will serve as a knowledgeable resource to customers, providing accurate and efficient delivery of information to resolve issues and concerns. Your goal will be to establish rapport with customers, guide them through every interaction, and ensure all order and project requirements are satisfactorily met.

Key Responsibilities

  • Use available resources and strong judgment to determine the best course of action and/or optimal solution while interacting with customers.
  • Serve as a knowledgeable resource to customers through accurate and efficient delivery of information to resolve issues/concerns and help them define product/project needs.
  • Strive to be the single point of contact for various requests, including but not limited to order placement, product sourcing, and shipment tracking.
  • Escalate customers' concerns to Supply Chain Customer Experience Supervisor, as applicable, determining reason for escalation and ensuring resolution of concern.
  • Multitask efficiently to accurately input data while gathering necessary information to address customers inquiries.
  • Connect on a personal level to establish rapport and guide the customers in every interaction with a positive attitude, engagement, care, and courtesy.
  • Leverage problem-solving skills and remain calm under pressure to resolve increasingly complex problems.
  • Listen attentively to customers to fully understand their needs and the need behind the need, adapting in-the-moment and being resourceful to resolve problems while demonstrating sincere appreciation.
  • Follow-up with customers to ensure all order and project requirements are satisfactorily met.
  • Practice continuous learning and self-development by remaining actively engaged in ongoing learning of Lowe's business and Supply Chain resources to effectively complete tasks.
  • Provide feedback to Supply Chain Customer Experience Supervisor for continuous improvement to help determine gaps in processes.
  • Partner with shipping, receiving, and transportation to troubleshoot issues and communicate to internal and external customers accordingly.

Requirements

  • High School or GED
  • 2 years' experience in a call center, office administration, high volume retail, service support, or similar work environment
  • Experience processing specialty orders
  • Excellent written and oral communication skills
  • Basic math and reading comprehension skills
  • Basic computer skills, including working knowledge of Microsoft Office
  • Ability to solve problems with a positive, can-do attitude.
  • Ability to multi-task, prioritize, and manage time effectively
  • Ability to stay calm with all customers seeking resolution to a problem by providing support and superior customer service until resolution is met

Preferred Qualifications

  • Knowledge of the home improvement retail industry

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.

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