Delivery Operations & Training Specialist

Morris Furniture Company, Inc.; Fairborn (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Morris Furniture Company, Inc. in Fairborn, OH, is seeking a Delivery Processing Specialist to oversee onboarding of Delivery Processing Associates, reinforce delivery standards, and support daily operations to ensure on-time customer deliveries.

You will track resolutions from returns to completion, manage documentation in DispatchTrack and Loft, and work with warehouse, shop, and Customer Care teams to resolve issues with urgency and empathy.

Qualifications

• Strong written and verbal communication and customer service skills.
• De-escalation and conflict-resolution experience.
• Self-starter with strong initiative and follow-through.
• Extensive furniture and product knowledge.
• Ability to manage multiple priorities in a fast-paced environment and work independently.
• Experience with Loft and DispatchTrack (DT).
• Call center experience preferred.

Responsibilities

• Lead onboarding and ongoing training for Delivery Processing Associates (DPAs), including DispatchTrack, Loft, and department procedures.
• Reinforce delivery standards, customer service expectations, and operational best practices through side‑by‑side coaching and feedback.
• Serve as the go‑to resource for DPAs on complex delivery, return, and service questions.
• Develop and maintain training materials, job aids, and SOPs as policies and procedures change.
• Partner with the Delivery Processing Manager to identify skill gaps and recommend targeted training.
• Track customer resolutions from the moment merchandise enters the returns area through completion in the shop.
• Ensure all merchandise moves through the shop accurately, efficiently, and in a timely manner.
• Monitor daily delivery performance metrics, including Manage Call Reconciliations, Manage Surveys, and Manage Delivery Messaging.
• Review and audit delivery documentation, customer notes, and special handling instructions to ensure accuracy and execution.
• Maintain accurate order, routing, and customer records in DispatchTrack and Loft.
• Handle special requests from customers, RSAs, delivery teams, warehouse management, and other stakeholders.
• De-escalate and resolve customer concerns with urgency, empathy, and professionalism by phone, email, and text.
• Partner with warehouse, shop, delivery, store, and Customer Care teams to resolve service-related issues and keep customers informed.
• Communicate delivery changes, delays, and resolutions clearly to customers and internal partners.
• Escalate unresolved or high-risk issues to leadership with complete documentation.
• Provide ongoing support to the Customer Care team as needed.
• Support continuous improvement initiatives that strengthen delivery execution and customer satisfaction.
• Identify trends in returns, service issues, and survey feedback, and recommend process or training solutions.
• Model our values of Professionalism, Quality, Ownership, Collaboration, Integrity, and Fun in daily work.
• Adhere to all company policies and procedures and work in compliance with federal and state regulations.
• Participate in special projects and other duties as assigned.

Skills

Strong written and verbal comms

Customer service experience

De-escalation and conflict resolution

Self-starter with initiative

Furniture and product knowledge

Multi-priority in fast-paced env

Loft experience

DispatchTrack (DT) experience

Call center experience preferred

Education

High School Diploma or equivalent

Tools

Loft

DispatchTrack

Job description

Morris Furniture Company, Inc. in Fairborn, OH, is seeking a Delivery Processing Specialist to oversee onboarding of Delivery Processing Associates, reinforce delivery standards, and support daily operations to ensure on-time customer deliveries.

You will track resolutions from returns to completion, manage documentation in DispatchTrack and Loft, and work with warehouse, shop, and Customer Care teams to resolve issues with urgency and empathy.