Lowe’s CX Specialist – Customer Service & Dispatch

About the role

The MGF Lowe's CX Specialist supports Lowe's Heavy & Bulky Delivery or National Customer Service LTL Services by managing customer communications and real‑time dispatch execution across calls, emails, and SMS. The role owns resolution of routine last‑mile delivery issues within established guidelines, supporting customers, field operations, and carrier delivery teams to drive timely, successful deliveries and a consistent customer experience.

Key responsibilities

• Handle inbound and outbound communications with customers, client personnel, delivery teams, carrier partners, and internal stakeholders via phone, email, and SMS.
• Assess customer needs and provide timely, accurate, and effective solutions to delivery‑related inquiries, issues, and exceptions.
• Troubleshoot delivery exceptions in coordination with delivery and carrier teams, including customer availability concerns, route challenges, locating delivery addresses, go‑backs, and communicating revised delivery timeframes.
• Monitor assigned delivery routes and teams in real time to support adherence to planned schedules, on‑time performance, and successful delivery execution.
• Provide real‑time route status updates and proactively communicate delivery exceptions, delays, and risks to relevant stakeholders.
• Report and escalate route and delivery issues, coordinating with field operations, carrier teams, and other stakeholders to drive timely resolution.
• Deliver intraday updates and reports on route performance, delivery status, and operational exceptions.

Required profile

• Excellent written and spoken communication skills.
• Bachelor’s degree or equivalent qualification.
• Minimum 2 years of customer service experience, preferably in a BPO environment with direct call‑handling.
• Strong organization, time‑management, multitasking, and prioritization abilities.
• Self‑motivated, customer‑focused, collaborative, and solutions‑oriented.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Telephony systems
• Customer management system
• Routing system