Customer Care Agent

Ashley Furniture is a well-established and globally recognized home furnishings manufacturer with a legacy spanning over 75 years. As the largest manufacturer in its industry, Ashley Furniture has consistently proven its dedication to transforming homes worldwide by offering high-quality, stylish, and affordable furniture. The company’s commitment to excellence is reflected not only in its product lines but also in its service delivery and customer engagement. With a growing customer base and expanding retail footprint, Ashley Furniture is opening more stores to better serve increasing demand, making it an ideal workplace for professionals eager to contribute to a thriving, dynamic company.

The role of Local Customer Care Agent at Ashley Furniture is crucial to maintaining the company’s high standards in delivery service and customer satisfaction. This position is the backbone of the delivery ecosystem, providing operational support for delivery recovery and customer communication across multiple Regional Fulfillment Centers (RFCs). The Local Customer Care Agent is responsible for managing a complex, multi-channel workload that directly impacts customer experience from the moment the product leaves the fulfillment center to final delivery. This includes handling "hot" deliveries—urgent cases where the delivery has not been completed successfully and requires immediate recovery—and supporting VIP customers through white-glove service for high-priority orders.

Customer Care Agents at Ashley Furniture act as the primary point of contact for resolving delivery challenges, coordinating same-day and next-day recovery deliveries, and maintaining proactive communication with customers. The role demands expertise in multitasking, problem-solving, and the use of various digital tools and CRM systems such as Package AI, Storis, and Salesforce. Beyond logistical coordination, agents are entrusted with tasks like sending status updates, inspecting products, managing complex cases, and supporting retail store teams to ensure seamless service delivery. The ability to deliver world-class customer experiences, especially when overcoming service gaps, is a hallmark of this position.

As part of a team-oriented work environment, the Local Customer Care Agent must demonstrate excellent communication skills, empathy, professionalism, and a customer-focused mindset. The company prioritizes delivering proactive service aimed at preventing issues before they escalate, reflecting a continuous drive for operational excellence and customer satisfaction. This role appeals to someone who thrives under fast-paced conditions and possesses strong attention to detail and problem-solving capabilities.

Ashley Furniture offers a comprehensive employment package with extensive benefits including health, dental, and vision insurance; employee discounts; life and disability insurance; flexible spending accounts; 401K plans; and paid time off. The company also values diversity and equal opportunity, making it a supportive workplace that embraces merit and qualifications without discrimination. Joining Ashley Furniture means becoming part of a company that leads the home furnishings industry not only through its products but through its commitment to its people, customers, and the community.

Overall, the Local Customer Care Agent plays a pivotal role in sustaining Ashley Furniture’s reputation as a trusted and recognized brand worldwide by ensuring customers receive timely, transparent, and effective communication and support throughout their delivery experience. This position provides significant responsibility and growth opportunities within a respected global company dedicated to innovation and superior customer care.