What are the responsibilities and job description for the Customer Experience Logistics Specialist position at Ashley Furniture Industries?
Customer Experience Logistics Specialist – Account Management
Are you passionate about delivering exceptional customer service while managing logistics operations? Do you thrive in a fast-paced environment where communication and problem-solving are key? If so, we want you to join our team as a Customer Experience Logistics Specialist!
Title: Customer Experience Logistics Specialist
Location: Charlotte, NC
Remote: No
As a Customer Experience Logistics Specialist, you will be the key point of contact for both internal and external customers, ensuring seamless communication and efficient delivery coordination. You’ll use phone, chat, text, and email to handle inquiries, resolve issues, and proactively manage delivery schedules. This role requires close collaboration with Freight Operations, Account Management, Customer Service, and other teams to guarantee on-time loading and delivery success.
Key Responsibilities
Provide professional and courteous communication to customers through multiple channels while using internal systems to retrieve delivery information.
Handle inbound calls from customers with delivery inquiries and concerns, ensuring each customer receives your full attention and support.
Coordinate with carriers and initiate outbound calls to confirm and reschedule deliveries when necessary.
Monitor Ashley Distribution Centers nationwide to ensure on-time loading by tracking shipments in AS400, positioning carrier equipment, and confirming driver assignments.
Proactively identify potential delivery delays and reschedule deliveries to minimize disruptions.
Collaborate with internal departments to resolve issues and align with company goals.
Exhibit empathy, problem-solving skills, and a customer-first approach to creating solutions that benefit both the customer and the company.
What do you need?
Strong communication and interpersonal skills.
Ability to multitask in a fast-paced environment.
Experience In Logistics, Transportation, Or Customer Service Is Preferred.
Proficiency in using computer systems for tracking and managing deliveries (AS400 experience is a plus).
Problem-solving mindset with a customer-centric approach.
Who We Are
At Ashley, we’re more than a business…we’re family. As the largest manufacturer of home furnishings in the world, we know what it takes to build incredible furniture and future leaders. We’re problem solvers with the grit to persevere during challenging times and innovators who won't coast when times are good. We create solutions, not excuses. And never settle for the status quo. It’s the reason we’re always searching for better ways to deliver an exceptional customer experience. That's why Ashley Furniture is #1 in our industry.
Ready to grow? You’ve come to the right place. Ashley Furniture has a “Growth Mindset”, and once you join our team, you’ll learn from the best in the business.
Apply today and find your home at Ashley!
Benefits We Offer
Health, Dental, Vision, and 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
Our Core Values
Honesty & Integrity
Are you passionate about delivering exceptional customer service while managing logistics operations? Do you thrive in a fast-paced environment where communication and problem-solving are key? If so, we want you to join our team as a Customer Experience Logistics Specialist!
Title: Customer Experience Logistics Specialist
Location: Charlotte, NC
Remote: No
As a Customer Experience Logistics Specialist, you will be the key point of contact for both internal and external customers, ensuring seamless communication and efficient delivery coordination. You’ll use phone, chat, text, and email to handle inquiries, resolve issues, and proactively manage delivery schedules. This role requires close collaboration with Freight Operations, Account Management, Customer Service, and other teams to guarantee on-time loading and delivery success.
Key Responsibilities
Provide professional and courteous communication to customers through multiple channels while using internal systems to retrieve delivery information.
Handle inbound calls from customers with delivery inquiries and concerns, ensuring each customer receives your full attention and support.
Coordinate with carriers and initiate outbound calls to confirm and reschedule deliveries when necessary.
Monitor Ashley Distribution Centers nationwide to ensure on-time loading by tracking shipments in AS400, positioning carrier equipment, and confirming driver assignments.
Proactively identify potential delivery delays and reschedule deliveries to minimize disruptions.
Collaborate with internal departments to resolve issues and align with company goals.
Exhibit empathy, problem-solving skills, and a customer-first approach to creating solutions that benefit both the customer and the company.
What do you need?
Strong communication and interpersonal skills.
Ability to multitask in a fast-paced environment.
Experience In Logistics, Transportation, Or Customer Service Is Preferred.
Proficiency in using computer systems for tracking and managing deliveries (AS400 experience is a plus).
Problem-solving mindset with a customer-centric approach.
Who We Are
At Ashley, we’re more than a business…we’re family. As the largest manufacturer of home furnishings in the world, we know what it takes to build incredible furniture and future leaders. We’re problem solvers with the grit to persevere during challenging times and innovators who won't coast when times are good. We create solutions, not excuses. And never settle for the status quo. It’s the reason we’re always searching for better ways to deliver an exceptional customer experience. That's why Ashley Furniture is #1 in our industry.
Ready to grow? You’ve come to the right place. Ashley Furniture has a “Growth Mindset”, and once you join our team, you’ll learn from the best in the business.
Apply today and find your home at Ashley!
Benefits We Offer
Health, Dental, Vision, and 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
Our Core Values
Honesty & Integrity
- Without hesitation, uses candor and is direct in communication
- Is tough-minded in working in and meeting the demands of reality
- Always tells the truth and follows through on commitments
- Enjoys working hard and pursues work with energy, drive and willpower to finish
- Is disciplined in developing consistency into work processes
- Is focused and relentless in achieving goals
- Fights to take costs and waste out of the system
- Seeks to understand "why" something works the way it does, and through study and improvement determines how to better all processes and systems
- Strives for more in all areas of work by developing measurements, setting goals, and then working on ways to exceed goals through problem-solving methods that look beyond the obvious
- Does not rely on reports to run the business, but rather goes to the work that is being done and sees if the work is being done right for him/herself
- Has an insatiable curiosity and takes a "Go and See" approach to understand the current state of the business and the competitive realities
- Takes a hands-on approach to tackle problems and demonstrates critical thinking through use of effective questioning…asking the 5 "Whys"
- Understands the customer’s needs and wants, then challenges current ways of doing business that inhibits growth and organizes work to meet those needs
- Is competitive by studying the competition and is aggressive in looking for ways to beat them
- Strives to be the BEST by improving quality of processes, reducing costs, doing more business, being profitable, and growing the business
