Delivery Recovery & VIP Customer Experience Specialist

Imagine a role where your calm under pressure turns a disrupted delivery into a delighted customer. As our Delivery Recovery & VIP Customer Experience Specialist, you are the steady hand guiding “hot” deliveries—orders that didn’t arrive exactly as expected and need swift, thoughtful recovery—back on course. From our Fulfillment Centers, you orchestrate multi-channel communication, triage issues in real time, and keep customers informed at every step.

For over 75 years, Ashley Furniture has led the home furnishings industry, transforming homes across the globe. As our customer community grows, we continue to expand our footprint with new stores and services—grounded in quality, style, and affordability that have made us a trusted, recognized brand worldwide.

• Lead recovery for any delivery not landed 100%, resolving immediate route challenges with urgency and care.
• Monitor active recoveries in real time, driving timely solutions for delays or product issues.
• Head off escalations by spotting risks early and implementing preventive fixes.
• Coordinate with Regional Fulfillment Centers (RFCs) to schedule same-day or next-day recovery drops.
• Track all recovery requests precisely across RFC-specific tools and databases.
• Notify customers quickly when load-out or routing uncovers issues that may impact timing.

• Deliver white-glove service for VIP customers and high-priority, complex orders—inspect products and share photos to set clear expectations.
• Handle escalations with empathy and professionalism, aiming for immediate resolution.
• Partner closely with Store Operations and RFC teams to align on solutions.
• Process all recovery requests within strict response-time windows to minimize customer wait.
• Work across multiple systems at once—Package AI, Storis, and Salesforce—to trace orders and document outcomes.
• Document VIP workflows accurately while following SOPs to the letter.

• Support drivers and customers via chat and voice, switching channels seamlessly.
• Make real-time, independent decisions to untangle logistics and service challenges.
• Execute escalation protocols consistently when issues exceed standard bounds.
• Adopt a preventive mindset to stop issues before they start.
• Apply deep knowledge of returns, exchanges, and warranty processes to assist customers.
• Demonstrate strong command of delivery logistics, routing, and recovery operations.

• Act as the critical link between retail stores and customers, resolving outstanding issues with expert attention.
• Restore confidence and deliver world-class experiences when service gaps occur.
• Own each case end-to-end, following through relentlessly.
• Contribute to special projects and additional tasks as assigned to support operations.

• Legally authorized to work in the US
• At least 18 years of age.
• 1–2 years in fast-paced environments; bilingual skills are a plus.
• Polished phone etiquette; patient, professional, and customer-obsessed.
• Sharp problem-solving and strong attention to detail in high-velocity settings.
• Comfort with chat, phone, and email; proficiency with Microsoft Office and CRM platforms.
• Flexibility to work weekends/holidays; typical Tuesday–Saturday shifts: 7:30 a.m.–4:30 p.m. and/or 10 a.m.–7 p.m. (subject to business needs).
• Reliable attendance and a collaborative spirit.

• Medical, dental, and vision coverage.
• Employee discount of 10%–30%.
• Life and disability insurance.
• Flexible Spending Account (FSA).
• 401(k).
• Paid Time Off.

Explore our values, community engagement, and environmental stewardship here: Corporate Social Responsibility.

Ashley values its diversity and is proud to be an equal opportunity employer.All employment decisions are madeon the basis ofan individual’s skills, qualifications, merit, and businessneeds.