Delivery Recovery Specialist: VIP & Multi-Channel Support

Default Brand; Smyrna (TN); On-site; USD 19,000 - 26,000; Full time

Benefits offered by this job

Extended health, dental benefits, and

Employee Discount 10% - 30%

Life/Disability Insurance

Flex Spending Account

401K

Paid Time Off

Job summary

Ashley Furniture's Local Customer Care Agent supports delivery recovery and customer communication across our Fulfillment Centers. You will handle hot deliveries, monitor recoveries in real time, and coordinate same-day or next-day recovery deliveries while maintaining VIP service standards.

You will interact with customers through chat, phone, and email, apply company return policies, and work closely with store operations and RFC personnel to resolve issues promptly.

Qualifications

• Legally authorized to work in the US.
• At least 18 years old.
• 1-2 years' experience in fast-paced environments.
• Bilingual preferred.
• Excellent phone etiquette and customer-focused mindset.
• Experience with chat, phone and email support; proficient in CRM systems.

Responsibilities

• 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 (RFCs) 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 load-out or routing process.
• Provide elevated, white-glove service for VIP customers and high-priority orders.
• Handle escalated delivery issues with empathy and professionalism.
• Coordinate with Store Operations and RFC personnel to align on solutions for escalated cases.

Skills

Phone etiquette

Problem solving

Teamwork

Bilingual (preferred)

Tools

CRM systems

Microsoft Office

Job description

Ashley Furniture's Local Customer Care Agent supports delivery recovery and customer communication across our Fulfillment Centers. You will handle hot deliveries, monitor recoveries in real time, and coordinate same-day or next-day recovery deliveries while maintaining VIP service standards.

You will interact with customers through chat, phone, and email, apply company return policies, and work closely with store operations and RFC personnel to resolve issues promptly.