[Hiring] Customer Experience Logistics Specialist @Ashley Furniture Industries

Role Description

The Customer Experience Logistics Specialist serves as a critical link between Ashley Distribution Services and our customers, ensuring seamless coordination of logistics operations and exceptional service delivery. This role focuses on optimizing the customer experience through proactive communication, problem-solving, and coordination of distribution activities.

What Will You Do?

• Customer Service Excellence
  • Serve as the primary point of contact for customer inquiries related to logistics and distribution
  • Provide timely and accurate information regarding order status, delivery schedules, and shipment tracking
  • Build and maintain strong relationships with customers, retail partners, and internal stakeholders
  • Resolve customer concerns with a solutions-first approach
• Logistics Coordination
  • Coordinate delivery schedules and routes to ensure on-time delivery performance
  • Monitor shipment status and proactively communicate any delays or issues
  • Work with warehouse, transportation, and operations teams to optimize delivery efficiency
  • Manage customer appointments and scheduling requests
• Problem Resolution & Escalation
  • Investigate and resolve delivery exceptions, damages, and service failures
  • Escalate complex issues to appropriate teams while maintaining customer communication
  • Track and document customer issues to identify trends and improvement opportunities
  • Implement corrective actions to prevent recurring problems
• Data Management & Reporting
  • Maintain accurate records in logistics and customer service systems
  • Generate reports on delivery performance, customer satisfaction, and service metrics
  • Analyze data to identify opportunities for process improvements
  • Support continuous improvement initiatives with actionable insights
• Cross-Functional Collaboration
  • Partner with warehouse operations, transportation, and customer service teams
  • Coordinate with sales and retail partners to align on customer expectations
  • Support special projects and peak season logistics planning
  • Share best practices and contribute to team success

Qualifications

• High School Diploma or equivalent
• 1-2 years of experience in customer service, logistics, or distribution
• Strong communication and interpersonal skills
• Proficiency with computer systems and Microsoft Office applications
• Associate degree in Business, Logistics, Supply Chain Management, or related field (preferred)
• Experience in furniture, retail, or home goods distribution (preferred)
• Knowledge of transportation management systems (TMS) and warehouse management systems (WMS) (preferred)
• Problem-solving mindset with attention to detail (preferred)

Requirements

• This position may be located in an office environment within an active distribution center or may be fully remote depending on business needs.
• The role requires regular computer use and may involve occasional visits to warehouse or distribution facilities.
• Standard business hours apply, with flexibility required during peak seasons or to accommodate customer needs across different time zones.

Benefits

• Health, Dental, Vision, Employee Assistance Program
• Paid Vacation, Holidays, and Your Birthday off
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Ashley Wellness Centers (location specific) and Medical Tourism
• Telehealth
• 401(k) and Profit Sharing
• Life Insurance