Customer Support Supervisor

What You Will Do The BDC Support Supervisor is the subject matter expert and is directly responsible for monitoring and supporting the inventory controls of the Bulk Distribution Center. The Supervisor is the primary point of contact for BDC/Lowe’s leadership and is responsible for monitoring and mentoring the BDC Clerk team members. The Supervisor is responsible for inventory control, quality assurance, resolving emergent issues, special projects and relationship management of the third-party logistics operated Bulk Distribution Center. The Supervisor is responsible for resolving store claims, reconciling weekly PAR billing, influencing a strong safety culture, organizing damage reduction initiatives, execution and management of Pro Orders, researching customer service inquiries, as well as assisting with the organization, execution and reconciliation of the BDC annual inventory. Responsibility Statements Daily debrief with BDC Clerks for status updates. Review voicemails, emails and resolve all emergent issues. Review BDC daily reporting and BDC Daily Stats to determine appropriate level of action. Monitor the inventory snapshot daily and research and resolve discrepancies. Make DCIAM adjustments as necessary. Email vendor RRAs Coordinate DC to DC RRA’s with the shipping DC/CHF. Review the Holding Account Report & Weekly Holding Account Balance and conduct appropriate research. Research SOS performance issues with 3PL/BDC Clerk and provide feedback to Network Optimization Development Managers. Demonstrate excellent customer service: Handle escalated inquiries from the 3PL BDC leadership team. Respond to store leadership concerns on delayed customer special orders. Assist corporate BDC team on inquiries, projects or initiatives. Handle store and BDC phone calls as necessary. Drive damage reduction: Review the damage feedback from the BDC/Stores. Monitor scratch & dent damage classification to ensure maximum return on impacted inventory. Send correspondence for weekly reporting and collaborate with business partners (Inventory Fulfillment Specialists, Transportation Specialists, 3PL BDC GM, Ops Manager, Transportation Leadership and BDC Ops Manager) on any exceptions. Work collaboratively to support Pro Order Management and provide weekly follow-up and communication on open orders. Conduct weekly Inventory Snapshot workshops with BDC Clerk. Hold bi-weekly inventory call with BDC Operations Managers. Facilitate weekly calls with 3PL BDC General Manager and Operations Manager to review key areas of opportunity. If not based on-site, be available to travel to the BDC each week if required for meetings, research or collaboration. Provide direct feedback on all opportunities to 3PL BDC supervisor team, Operations Manager and General Manager. Continuous partnership with 3PL BDC leadership on BDC network development, special projects and pilots. Review adherence to CTPAT rules and process any exceptions timely. Monitor 3PL Maintenance Service Channel Requests and escalate if necessary. Execute system testing for the on-boarding of new XDTs Assist BDCs with preparing for physical inventories. Coordinate all inventory procedures, reconcile post inventory results with corporate accounting. Create annual BDC Support Action Plan with partnership of BDC Operations Manager. Build partnership with stores and coordinate store visits with BDC General Manager and BDC Operations Manager. What you Need to Succeed Minimum Qualifications High School Diploma or GED and 4 years of relevant experience Preferred Qualifications Bachelor’s Degree and 3 years of relevant experience About Lowe’s Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2025 sales of more than $86 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com. 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. For information regarding our benefit programs and eligibility, please visit #J-18808-Ljbffr