Replacement Parts Support Representative

Build Your Career with Ashley Furniture- Where Innovation Meets Comfort

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the world’s largest manufacturer of home furnishings, we’re more than a business — we’re a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you’re ready to grow, you’ve come to the right place. With a true “Growth Mindset,” Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.

Summary:

The Retail Replacement Parts Representative plays a critical role in supporting Ashley retail partners and customers by ensuring accurate, timely processing of replacement parts and unit orders. This position serves as a key liaison between customers and internal teams including Sales, Credit, Distribution, Quality, and Marketing to resolve order issues, manage claims, and support uninterrupted product flow. The role requires strong attention to detail, product knowledge, and problem-solving skills to ensure first-time-right order fulfillment while balancing customer satisfaction and operational efficiency. Success in this role depends on organization, accountability, and the ability to manage multiple priorities in a fast-paced environment.

Responsibilities:

Order & Replacement Parts Management

• Enter, process, monitor, and manage replacement parts and full-unit orders in accordance with standard operating procedures
• Cancel, adjust, or modify partial and complete orders as requested by customers or due to product discontinuation
• Maintain a clean and accurate order base by proactively managing open, aging, and exception orders
• Ensure customer and delivery information is accurate and current to prevent shipment delays or errors

Customer Communication & Support

• Professionally communicate with internal and external customers via phone, email, and system tools throughout the business day
• Provide timely, clear, and courteous responses while treating each interaction as a priority
• Manage multiple customer interactions efficiently while maintaining accuracy and professionalism

Issue Resolution, Returns & Claims

• Address and resolve customer concerns related to parts availability, damaged or refused product, delivery issues, and order discrepancies
• File, monitor, and manage claims for damaged or refused items in collaboration with Distribution and small package carriers
• Collaborate with customers and marketing specialists on product returns, including negotiation to retain product when appropriate or issuing return authorizations
• Exercise sound judgment within established guidelines, making exceptions when necessary to support customer satisfaction and business objectives
• Clearly communicate with internal partners any inefficiencies in deliverables as it relates to discontinued products

Product Knowledge & Accuracy

• Develop and maintain strong, evolving product knowledge to ensure replacement parts are accurately identified and ordered
• Stay current on product changes, discontinuations, and warranty guidelines to provide accurate information and prevent rework
• Apply product and process knowledge to ensure repairs and replacements meet customer needs

Cross-Functional Collaboration

• Partner closely with Sales, Credit, Distribution, Quality, and Marketing teams to resolve issues efficiently
• Partner with Supply Chain on discontinued goods and obtain delayed product updates for consumers
• Communicate effectively across departments to align on order status, claims resolution, and customer expectations
• Demonstrate the Company's Core and Growth Values in all job functions

Qualifications required:

Education

• High School Diploma or equivalent

Experience

• Minimum of 1 year of customer service, order management, or related experience

Additional Qualifications, preferred:

• Experience with order management, ERP, or CRM systems
• Background in retail operations, supply chain, distribution, or warranty support
• Experience processing claims, returns, or replacement orders
• Excellent verbal and written communication skills
• Strong interpersonal skills and professional telephone etiquette
• High attention to detail and accuracy
• Strong analytical, problem-solving, and decision-making abilities
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office Suite and internet-based applications
• Ability to work independently and collaboratively within a team
• Adaptability to change and continuous improvement mindset
• Ability to handle high-stress or escalated situations professionally
• Commitment to confidentiality and professionalism

Work Environment:

This position is located in a climate-controlled office environment with standard lighting and moderate noise levels typical of professional workspace settings. The role primarily involves sitting at a desk for extended periods while working with computers, phones, and other office equipment. The collaborative environment includes interaction with team members and may require attendance at meetings, conference calls, and cross-departmental communications during regular business hours.

 Benefits We Offer:

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values:

• Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights. 

• (Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion. 

• Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work. 

• Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities. 

• Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level. 

• Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams. 

• Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools. 

Interested in learning more about Ashley Furniture’s Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below:

Corporate Social Responsibility

View Our Corporate Brochure

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.

* Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.