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Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Vision Insurance
employee discount
Life insurance
Disability insurance
Flex Spending Account
401k
Paid Time Off
Job Description
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.Show More
Job Requirements
- Legally authorized to work in the US
- at least 18 years old
- maintain reliable attendance
- ability to work in a fast-paced environment
- strong multitasking ability
- good organizational skills
- proficient with computer systems and software
Job Qualifications
- 1-2 years experience in fast-paced environments, bilingual preferred
- excellent phone etiquette with patience and professionalism
- strong problem-solving skills and attention to detail
- experience with chat, phone, and email support
- proficient in computer systems including Microsoft Office and CRM systems
- ability to thrive in a team environment
- excellent communication skills
- customer-focused mindset
Job Duties
- Handle hot delivery recoveries by identifying and addressing immediate challenges on the delivery route
- monitor active recoveries in real-time to ensure timely resolution of delivery delays or product issues
- resolve delivery issues before customer escalation by proactively identifying potential problems and implementing solutions
- coordinate with Regional Fulfillment Centers to arrange same-day and next-day recovery deliveries
- track recovery requests accurately across various RFC-specific systems and databases
- notify customers promptly of any delivery issues or delays discovered during the load-out or routing process
- provide elevated, white-glove service for VIP customers and complex, high-priority orders
- handle escalated delivery issues with empathy, professionalism, and a focus on immediate resolution
- coordinate closely with Store Operations and RFC personnel to align on solutions for escalated cases
- process recovery requests within established response time windows to minimize customer wait times
- navigate multiple systems including Package AI, Storis, and Salesforce to track orders and document resolutions
- document VIP processes accurately adhering to Standard Operating Procedures
- deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels
- perform real-time problem-solving and make independent decisions to resolve logistical and customer service challenges
- execute escalation management protocols effectively when issues exceed standard resolution parameters
- maintain a proactive service model focused on issue prevention
- apply comprehensive knowledge of company return policies, exchange processes, and warranty claims to assist customers
- demonstrate a strong understanding of delivery logistics, routing, and recovery operations
- serve as the critical link between retail stores and customers, ensuring unresolved issues are addressed with expert attention
- restore customer confidence and provide world-class experiences when service gaps have occurred
- own every customer issue from start to finish demonstrating exceptional service and follow-through
- complete additional tasks or special projects assigned by management to support operational goals
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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