What are the responsibilities and job description for the Fulfillment Escalations and Multi-Channel Support Coordinator position at Ashley Furniture - North America?
As our Fulfillment Escalations and Multi-Channel Support Coordinator, you’ll be the primary contact for “hot” deliveries—orders that didn’t land 100%—and the conductor who brings drivers, stores, and customers into perfect sync.
Why Ashley- 75 years as the world’s largest home furnishings manufacturer.
- Growing store network to meet rising demand.
- Known for quality, style, and affordability—trusted worldwide.
- Delivery recovery leadership: Identify and resolve route challenges; monitor active recoveries in real time; prevent escalations through proactive action.
- Rapid coordination: Partner with Regional Fulfillment Centers (RFCs) to secure same-day or next-day recovery deliveries and track each request across RFC systems.
- Transparent communication: Notify customers promptly of issues uncovered during load-out or routing, and keep them informed through resolution.
- VIP stewardship: Provide white-glove support for VIP and complex orders, including product inspections and photo updates to set expectations.
- Escalation mastery: Collaborate with Store Operations and RFC personnel; resolve complex cases with empathy and speed, within defined response windows.
- Tool fluency: Navigate Package AI, Storis, and Salesforce simultaneously to track orders and record outcomes per SOP.
- Omnichannel support: Manage driver chat, customer chat, and voice lines while making independent, real-time decisions.
- Policy expertise: Apply knowledge of returns, exchanges, and warranty claims; maintain a prevention-first service model.
- Partnership: Be the bridge between stores and customers; own each case from start to finish; assist with special projects and other assigned tasks.
Expect flexible hours, including weekends and holidays. Typical Tuesday–Saturday options: 7:30 a.m.–4:30 p.m. and/or 10 a.m.–7 p.m., depending on business needs.
What You Bring- Legally authorized to work in the US
- Minimum age: 18.
- 1–2 years of experience in high-volume environments; bilingual preferred.
- Exceptional phone etiquette with patience and professionalism.
- Proven problem-solver with keen attention to detail.
- Comfortable supporting customers via chat, phone, and email; proficient with Microsoft Office and CRM tools.
- Consistent, reliable attendance and a team-first mindset.
- Comprehensive medical, dental, and vision coverage.
- Employee discounts ranging from 10% to 30%.
- Life and disability insurance.
- Flexible Spending Account (FSA).
- 401(k) plan.
- Paid Time Off (PTO).
Keep deliveries on track, protect customer time, and turn problems into moments of loyalty. Learn more about our values and impact here: Corporate Social Responsibility.
Equal Opportunity
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.
Salary : $18