VIP Delivery Recovery Specialist

Default Brand; Louisville (KY); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Health benefits

Employee discount

Life insurance

FSA

401(k)

PTO

Job summary

Ashley Furniture is seeking a Local Customer Care Agent to support delivery recovery and customer communication across fulfillment centers. You will serve as the primary contact for hot deliveries, manage VIP processes, and maintain proactive communication with customers throughout the delivery and recovery journey.

The role requires handling complex cases, coordinating with RFCs, stores, and various systems, and delivering a high level of customer service in a fast-paced environment.

Qualifications

• Experience in customer service and multi-channel support.
• Strong problem-solving and attention to detail in fast-paced environments.
• Ability to communicate effectively with customers and store teams.

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 delays or product issues.
• Resolve delivery issues before escalation by proactively identifying problems and solutions.
• Coordinate with Regional Fulfillment Centers to arrange same-day and next-day recovery deliveries.
• Track recovery requests across RFC-specific systems and databases.
• Notify customers promptly of any delivery issues or delays.
• Provide elevated, white-glove service for VIP customers and high-priority orders.
• Coordinate with Store Operations and RFC personnel to align on solutions for escalated cases.

Skills

Customer service

Multichannel support

Problem solving

Team collaboration

Bilingual

Tools

CRM systems

Microsoft Office

Job description

Ashley Furniture is seeking a Local Customer Care Agent to support delivery recovery and customer communication across fulfillment centers. You will serve as the primary contact for hot deliveries, manage VIP processes, and maintain proactive communication with customers throughout the delivery and recovery journey.

The role requires handling complex cases, coordinating with RFCs, stores, and various systems, and delivering a high level of customer service in a fast-paced environment.