What are the responsibilities and job description for the Pro Fulfillment Customer Service Associate position at Lowes?
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Your Impact
Customer Service Associates (CSA) are responsible for answering inbound internal and external calls, utilizing our Home Delivery processes to solve inquiries/issues and maintain customer satisfaction. CSA's also process orders and fulfil customer needs to ensure customer satisfaction. Additional job responsibilities include the following activities: · Customer Service · Home Delivery Process knowledge · Phone Skills · Multi-tasking · Problem Solving · Documentation Skills · Listening · Resolving conflict Processing Customer Adjustments/Orders
What You Will Do
- Responsible to support delivery operations including inbound calls from internal and external customers, issue identification and resolutions.
- Communication with customers to obtain feedback for improving customer in home delivery experiences, assist in problem solving in creating brand loyalty and lasting customer relationships.
- Ability to deliver business results and handle multiple tasks in a past paced environment.
- Knowledge of Home Delivery Operations and Call Center processes.
- Interactions with 3PL service providers, Lowe’s Supply Chain functional teams, Lowe’s distribution nodes (RDC, BDC, ADC, etc.) and store operations.
- Effective problem solving, change leadership, team orientation and empowerment skills.
- Builds and maintains Business relationships with Retail and Pro Lowes partners.
- Possess good oral and written skills in communication.
- Maintains continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving In Home Customer Delivery experience along with performing inventory reconciliation and identifying related inventory discrepancies between Lowe’s and the 3PL.
- Processes vendor credit for items returned by customers as damaged or defective, to include requesting vendor return authorization and processing product for vendor pickup.
- Teamwork – works cooperatively with others to accomplish of joint tasks and common delivery objectives. Contributes to positive environment, fosters collaboration and tangible contribution.
- Individual Contributor
Minimum Qualifications
- High School or GED
Preferred Skills/Education
- 1-2 Years 1 Year Customer Service Experience
- 1-2 Years 1 Year Call Center Experience
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.
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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.
