What if your next role turned delivery hiccups into hero moments?
If you thrive on fast decisions, clear communication, and cross-team coordination, this role is for you. As a Logistics Customer Communications Analyst, you’ll manage “hot” deliveries—orders that weren’t delivered at 100%—and lead proactive recovery efforts from our Fulfillment Centers.
Your Mission
- Stabilize disrupted deliveries: Rapidly assess route issues, monitor active recoveries in real time, and resolve challenges before they escalate.
- Recover with speed: Align with Regional Fulfillment Centers (RFCs) to secure same-day/next-day redeliveries and document every request across RFC-specific systems.
- Set expectations early: Notify customers immediately of timing or product concerns identified during load-out or routing.
- Champion VIPs: Provide white-glove support for complex cases; inspect products and share photos to manage expectations; adhere strictly to SOPs and response windows.
- Operate across channels: Move seamlessly between driver chat, customer chat, and voice; make independent, real-time decisions; follow escalation protocols when needed.
- Know the playbook: Apply returns, exchange, and warranty knowledge to guide customers; demonstrate strong understanding of logistics, routing, and recovery operations.
- Be the connector: Serve as the link between store teams and customers; take full ownership from first contact to resolution; jump into special projects and additional assignments.
Tools You’ll Use
Package AI, Storis, and Salesforce for multi-system tracking and documentation.
Schedule & Work Style
Flexibility is essential, including weekends and holidays. Typical Tuesday–Saturday shifts include 7:30 a.m.–4:30 p.m. and/or 10 a.m.–7 p.m., as business demands.
What You Need
- Legally authorized to work in the US
- Age 18+.
- 1–2 years of fast-paced experience; bilingual applicants encouraged.
- Excellent phone presence with patience, professionalism, and a customer-first mindset.
- Detail-focused problem-solver who thrives under time pressure.
- Experience across chat, phone, and email; proficiency with Microsoft Office and CRM systems.
- Reliable attendance and a collaborative approach.
Why Ashley
We’re the world’s largest home furnishings manufacturer with 75+ years of innovation. Our expanding retail presence supports a growing customer base, backed by a reputation for quality, style, and affordability recognized around the world.
Rewards & Benefits
- Health, dental, and vision insurance.
- Employee discount between 10% and 30%.
- Life and disability coverage.
- Flexible Spending Account (FSA).
- 401(k).
- Paid Time Off.
Discover how we invest in people and the planet: Corporate Social Responsibility.
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.