Supply Chain Customer Experience Professional

Customer Service Representative

Schedule:

Monday- Friday 9:30am-6:30pm

Essential Functions:

Uses available resources and strong judgment to determine the best course of action and/or optimal solution while interacting with customers through various communication channels

Serves as a knowledgeable resource to customers through accurate and efficient delivery of information to resolve issues/concerns and help them define product/project needs

Strives to be the single point of contact for various requests, including but not limited to order placement, product sourcing, and shipment tracking

Escalates customers' concerns to Supply Chain Customer Experience Supervisor, as applicable, determining reason for escalation and ensuring resolution of concern

Multitasks efficiently to accurately input data while gathering necessary information to address customers inquiries

Connects on a personal level to establish rapport and guide the customers in every interaction with a positive attitude, engagement, care, and courtesy

Leverages problem solving skills and remains calm under pressure to resolve increasingly complex problems

Listens 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

Follows-up with customers to ensure all order and project requirements are satisfactorily met

Practices continuous learning and self-development by remaining actively engaged in ongoing learning of Lowe's business and Supply Chain resources to effectively complete tasks

Provides feedback to Supply Chain Customer Experience Supervisor for continuous improvement to help determine gaps in processes

Partners with shipping, receiving and transportation to troubleshoot issues and communicate to internal and external customers accordingly

Minimum 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 customers service until resolution is met

Preferences:

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.