Delivery Recovery & VIP Support Specialist

Default Brand; Lathrop (CA); On-site; USD 23,000 - 24,000; Full time

Benefits offered by this job

Extended health, dental benefits

Employee discount 10% - 30%

Life/Disability Insurance

Flex Spending Account

401K

Paid Time Off

Job summary

Ashley Furniture is seeking a dedicated Delivery Recovery & Issue Resolution specialist to manage hot delivery recoveries and coordinate same-day or next-day recoveries. You will monitor real-time issues, proactively resolve problems, and communicate with customers with a white-glove approach.

Responsibilities include tracking orders across systems, handling escalations with empathy, and partnering with stores and RFCs to restore customer confidence while adhering to SOPs.

Qualifications

• Legally authorized to work in the US.
• 1-2 years of experience in fast-paced environments.
• Bilingual preferred.

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.
• Coordinate with RFCs to arrange same-day and next-day recovery deliveries.
• Track recovery requests across RFC-specific systems and databases.
• Deliver multi-channel support across driver chat, customer chat, and voice channels.

Skills

Phone etiquette

Customer service

Problem solving

CRM systems

Multitasking

Microsoft Office

Tools

CRM systems

Microsoft Office

Job description

Ashley Furniture is seeking a dedicated Delivery Recovery & Issue Resolution specialist to manage hot delivery recoveries and coordinate same-day or next-day recoveries. You will monitor real-time issues, proactively resolve problems, and communicate with customers with a white-glove approach.

Responsibilities include tracking orders across systems, handling escalations with empathy, and partnering with stores and RFCs to restore customer confidence while adhering to SOPs.