Customer Success Lead – Delivery & Escalations

Ashley Furniture Industries, LLC; Warren (MI); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Extended health benefits

Dental benefits

Vision insurance

Employee discount

Life/Disability Insurance

Flex Spending Account

401K

Paid Time Off

Job summary

Ashley Furniture is seeking a Local Customer Success Lead to guide agents in day-to-day delivery support, handle escalations, and ensure consistent execution across LCS activities. You will coach staff, verify documentation, and coordinate with store, RFC, delivery, and Customer Success partners to resolve issues.

Together with regional managers and store teams you will drive timely resolutions, maintain accurate records, and promote Ashley's standards and customer-first mindset.

Qualifications

• Legally authorized to work in the US
• At least 18 years old
• 1-2 years' experience in fast-paced environments, bilingual preferred
• Strong attention to detail
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Effective time management and organizational skills
• Work independently as well as in a team environment
• Document management system
• Analytical and problem-solving skills
• Maintain confidentiality
• Working knowledge of Continuous Improvement
• Handle multiple projects simultaneously within established time constraints
• Proficient computer skills, including Microsoft Office Suite, and internet
• Perform under strong demands in a fast-paced environment
• Work professionally with customers and co-workers to efficiently serve our customers, treating both with enthusiasm and respect
• Display empathy, understanding and patience with employees and external customers
• Respond professionally in situations with difficult employee/vendor/customer issues or inquiries

Responsibilities

• Professionally engage with customers in escalated situations, troubleshooting and resolving complex issues including defective products, incorrect shipments, and customer concerns.
• Collaborate cross-functionally with Regional Managers, store personnel, warehouse staff, and other stakeholders to achieve timely and effective resolutions
• Maintain clear, accurate documentation of all customer interactions to ensure seamless handoffs between representatives. Follow path-to-resolution guidelines to gather complete information and determine effective solutions. Conduct follow-up to verify resolution and customer satisfaction
• Coach and support Customer Experience Representatives through escalated issues, providing training via team meetings, small groups, and one-on-one sessions to develop skills and empower decision-making
• Handle customer delivery concerns such as rescheduled delivery, late delivery, delivery damage, etc., and collaborate with appropriate personnel to provide timely and satisfactory resolution.
• Follow established path-to-resolution guidelines to gather comprehensive information, determine effective solutions, and conduct follow-up to ensure customer satisfaction
• Accurately enter and adjust sales orders, part orders, credit memos, exchanges, and service appointments to ensure resolution and customer retention
• Partner with third-party vendors (protection plans, tech support, delivery companies) to ensure adherence to Ashley's standards and exceptional customer service
• Partner with departmental managers to identify improvements, implement solutions, and coordinate integrated customer service activities
• Demonstrate the Company's Core and Growth Values in the performance of all job functions.
• Maintain reliable attendance.
• Actively participate in departmental meetings, training and education. Assist with training other employees and providing backup.
• Complete other assignments and special projects as requested.

Job description

Ashley Furniture is seeking a Local Customer Success Lead to guide agents in day-to-day delivery support, handle escalations, and ensure consistent execution across LCS activities. You will coach staff, verify documentation, and coordinate with store, RFC, delivery, and Customer Success partners to resolve issues.

Together with regional managers and store teams you will drive timely resolutions, maintain accurate records, and promote Ashley's standards and customer-first mindset.