Customer Experience Specialist

Scandinavian Designs | Dania Furniture; Boise (ID); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Health benefits

Dental and Vision

401K

PTO

Merchandise discounts

Pet Insurance

Tuition Assistance

Job summary

SCANDINAVIAN DESIGNS - DANIA FUNITURE is seeking a Customer Experience Specialist at our Boise, ID HQ. This role focuses on delivering an outstanding customer journey from order through final delivery, serving as the central liaison among customers, stores, delivery teams, and internal departments.

The position requires managing dispatch duties, monitoring shipments, and resolving issues across phone, chat, email, and text.

Qualifications

• High School diploma or equivalent; an Associate's degree and/or 1–3 years of related experience in customer service or retail is a plus.
• Strong communication and multitasking abilities to handle orders, deliveries, and inquiries across channels.

Responsibilities

• Serve as the primary contact for customers via phone, chat, email, and text to deliver exceptional service.
• Coordinate daily dispatch operations, monitor routes, and respond to disruptions.
• Record orders, schedule deliveries, track shipment status, and communicate proactively with customers and teams.
• Resolve post-order issues including returns, refunds, and service requests while maintaining accurate records.

Skills

Customer service

Dispatch coordination

Multichannel support

Delivery logistics

Communication

Education

High School diploma or equivalent

Tools

Microsoft Office

Google Workspace

Dispatch software

Order management systems

Job description

In this critical role, the Customer Experience Specialist is essential to delivering exceptional customer experience from order placement through final delivery. Serving as the central connection between our customers, stores, delivery teams, and internal departments, the Customer Experience Specialist ensures every step of the order and delivery process is handled with accuracy, efficiency, and care by providing outstanding customer support through phone, chat, email, and text while coordinating dispatch duties involving delivery logistics, resolving transportation and service issues, and proactively communicating with customers and delivery teams. This role is non-remote, located at our Boise, Idaho headquarters.

Location: Boise, ID HQ

Job Type: Full Time / Permanent

Compensation: $23 - $26 / hr

What You Will Do

• Customer experience and dispatch responsibilities include and are not limited to:


• Delivering exceptional customer experience by serving as a primary point of contact for customers via phone, chat, email, and text.


• Respond to customer inquiries promptly and professionally, resolving issues whenever possible and coordinating with the appropriate store and/or department to ensure timely follow‑up.


• Guide customers through the entire order lifecycle by recording orders, scheduling deliveries, monitoring shipment status, and providing proactive communication before, during, and after delivery.


• Coordinate daily dispatch operations by supporting delivery teams, monitoring routes, and responding quickly to unexpected events such as traffic delays, vehicle breakdowns, weather conditions, accidents, or other delivery disruptions.


• Communicate real‑time route updates and delivery information to drivers while maintaining strong partnerships with the Transportation, Fulfillment, and Store teams.


• Resolve post‑order concerns including returns, exchanges, refunds, backorders, delivery issues, replacements, claims and service requests while serving as the voice of the customer throughout the resolution process.


• Accurately process customer transactions, sales orders, returns, refunds, and related documentation while maintaining detailed records and dispatch logs.


• Maintain thorough knowledge of company products, inventory, sales systems, and transportation processes to provide accurate information and effective solutions.


• Collaborate across departments to improve communication, streamline operations, and ensure a seamless customer experience from purchase through final delivery.


• Contribute to a positive team environment by communicating openly, supporting coworkers, and assisting with departmental initiatives as needed.


• Perform other duties as assigned.

Who You Are

• Passionate about delivering exceptional customer service and creating positive customer experiences.


• Experienced in customer service, dispatch, transportation coordination, retail operations, or a related field.


• An effective communicator with excellent verbal, written, and active listening skills who remains professional in challenging situations.


• Highly organized with exceptional attention to detail and the ability to prioritize multiple tasks in a fast‑paced environment.


• Skilled at problem‑solving, critical thinking, and making sound decisions while remaining calm under pressure.


• Comfortable working across multiple software platforms simultaneously, including Microsoft Office, Google Workspace, customer service applications, dispatch software, and order management systems.


• Able to build collaborative working relationships with customers, drivers, stores, fulfillment teams, and internal business partners.


• Possesses strong analytical and data entry skills with a high degree of accuracy when processing orders, transactions, pricing, and shipping information.


• Adaptable and flexible, with the ability to adjust priorities as business needs change.


• Committed to teamwork, accountability, and continuous improvement.


• Available to work a flexible schedule, including days, evenings, weekends, and holidays as business needs require.


• Able to meet the physical requirements of the position, including prolonged sitting, standing, moderate reaching, and occasional lifting of up to 30 pounds.


• Our positions require successfully completing the pre‑employment background check and signing a nondisclosure agreement.

EDUCATION

• High School diploma or equivalent. Associates degree and/or 1-3 years’ work experience in a related field, customer service or retails a plus.

SCANDINAVIAN DESIGNS - DANIA FUNITURE OFFERS

• Benefits for Full‑time Associates* including:
  
  
  • Opt‑in for Health benefits, Dental and Vision and optional Health Savings account (HSA) plan
  
  
  • 401K
  
  


• Work life balance


• Paid Time Off (PTO)


• Regular schedule


• Generous merchandise discounts


• Pet Insurance


• Tuition Assistance


• Benefits eligibility depends on scheduled hours.

https://www.bcidaho.com/

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Who We Are

A family business 60+ years in the making, with +50 furniture showrooms and +700 employees across the U.S. Our sister‑brands (Scandinavian Designs and Dania Furniture) are a contemporary home furnishings destination rooted in a love for Nordic culture, modern design and quality craftsmanship. We offer extensive product and sales training to facilitate career growth. Our compensation includes a competitive pay program, comprehensive health and retirement benefits.

In efforts to support the hiring of Veterans, please submit a DD214 or equivalent discharge paperwork from branches of the US Forces when applying for preferred for our preferred veteran hiring process.

We're an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.