Senior Customer Experience Logistics Specialist

Description

Senior Customer Experience Logistics Specialist

2nd Shift: 10:30 am - 7:00 pm. 

Summary

The Senior Customer Experience Logistics Specialist will be responsible for providing exceptional service to internal and external customers primarily via phone, chat, text, and email. This position works closely with Freight Operations, Account Management, Customer Service, and other teams to ensure deliveries and questions are dealt with most professionally. The Customer Experience Specialist II will monitor the various Ashley Distribution Centers to ensure on-time loading by reaching out to carriers to position equipment timely, confirm pick-up appointments, and reschedule with our external customers. The Customer Experience Logistics Specialist Senior will also work closely with Account Management to assist in building third-party loads. This position will also act as an escalation point for our customers to receive the answers they need and monitor carrier performance so that a recommendation can be made for dedicated carriers for specific customers and lanes.

Responsibilities

Communicate professionally with internal and external customers throughout the business day using various methods while simultaneously using the computer to check on delivery information and other information requested by the customer. 

Receive inbound phone calls from external customers with questions and concerns about their incoming deliveries.

Facilitate the building and scheduling of Fed Ex, UPS, and third-party shipments in the TMS.

Be able to handle escalated phone calls from our internal and external customers to provide the best customer service and solutions to all conflicts with our customers.

Coordinate with carriers and make outbound phone calls to external customers to advise of and confirm any reschedules of their deliveries due to various reasons.

Effectively move from one cell to the next, treating each caller as the most important person and providing undivided attention and assistance.

Empathize with internal and external customers and use problem-solving skills to develop a solution that best meets both the customer’s and the company’s needs.

Work closely with Account Management and Customer Relations Management team members on high-profile accounts to ensure on-time delivery to avoid business relationship setbacks.

Obtain reports from the TMS for specific external customer locations to ensure that their deliveries are tracked and tracked on time.

Monitor carrier performance and engage Account Management, and Carrier Procurement teams as individual customer lanes are recognized in distress.

Communicate company and departmental issues and goals with various departments.

Demonstrate the company’s core and growth values in the performance of all job functions.

Who Are We?

• We offer competitive pay and excellent benefits.
• We are a multi-billion-dollar company and the largest furniture manufacturer in the world and offer one of the industry's broadest product assortments at over 20,000 storefronts in 123 countries.
• Growth-Focused is one of our core values. We are dedicated to helping you grow with us through training, mentoring, coaching, and investing in the latest design tools, production equipment, and new technologies.
• Environmental efforts are a priority as we continually seek to recycle, reuse and replenish every day.
• Millions of dollars are contributed annually to local and national charities as we seek to improve people's lives worldwide.

We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates, we will only contact those meeting specific position requirements. Principals Only.