Nationwide Delivery Representative - 1

Nationwide Delivery Representative I

The Nationwide Delivery Representative I has the primary responsibility of being a guest advocate for all delivery-related activities associated with Nationwide such as order adjustments, scheduling, follow-ups, reschedules, load out issues, returns, claims, and service disruptions. They need to monitor and track shipments within the Nationwide delivery network and support department KPIs to ensure the best possible guest experience. This role requires advanced knowledge of products and logistic processes to determine the best resolution for guest issues with a high emphasis on customer service and timely resolution.

Position Description

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Serve as a "Guest Advocate" with loadout matters, ensuring the customer's voice is considered on decisions/concerns around damaged products or property, missing items, and driver-related concerns
• Make outbound calls to guests that require resolving reschedules, service issues, and follow-up.
• Complete daily assignments communicated by Leadership such as Load out logs, CRM Tickets, RMA research, Intercoms, P44 Cases, Ready to schedule logs, Genesys Chats & voicemails.
• Research and take appropriate actions in partnership with the Distribution Centers and Merchandising Team to complete guests' original orders, resolving tickets within 48 hours.
• Create Nationwide follow-up tickets within CRM/Convey and other communication portals
• Respond to internal emails and chats sent to the Nationwide Group by the end of the shift.
• Track delivery exceptions related to damages, missing pieces, overloads, and delays by providing follow-ups via P44, CRM/Intercom, or other AI tools regarding Nationwide guests.
• Communicate process improvements based on trends and concerns related to guest experience to support department goals and KPIs.
• Maintain return and RMA/refund process for Nationwide guests.
• Review all scheduled deliveries 48 hours in advance for missing transfer items, purchase orders, or back-ordered items, contacting guests as needed with status updates.
• Assist Delivery Support and Guest Service teams with inquiries related to outbound activities.
• Communicate with warehouse teams and 3PL support representatives regarding Nationwide deliveries.
• Responsible for monitoring the timely pickup/delivery of Truckloads via TMS/AI Portals or tools.
• Complete daily follow up as needed on the Distribution Centers' End of Day reports (EOD)
• Communicate with 3rd party carriers to resolve outstanding guest service issues
• Take IB calls from Delivery partners for guest support and resolution

Qualifications

Education/Experience: High school diploma or general education degree (GED). One or more years of related experience in customer service and/or sales environment. Equivalent combination of education and experience will be considered.

Computer Skills: To perform this job successfully, an individual must be proficient with the Microsoft Office Suite, Proficient knowledge of CRM/POS system is a must.

Position Hiring Range

The hiring pay range provides a good faith estimate of the salary or hourly wage that Living Spaces expects to pay for the position upon hire. Pay will be determined by several factors, including, but not limited to: applicant's education, relevant work experience, knowledge, applicable and relevant skills and abilities, market demand, Company budget, as well as internal equity and alignment with geographic market data. Living Spaces reserves the right to modify this page at any time.

Compensation: $17.40 - $22.60

Overtime pay is available for eligible, non-exempt Team Members. Reimbursement for expenses as required by applicable law and Company policy. Retail, Guest Services and Distribution Center Team Members are eligible to receive team bonus based on meeting specific goals and KPI's.

Additional available benefits upon meeting eligibility requirements include:

• Medical (full-time only)
• Dental (full-time only)
• Vision (full-time only)
• 401(k) with Company match (full and part-time)
• Vacation (full-time only or as otherwise required by applicable law)
• Paid Sick Leave (full and part-time)
• Flex or Health Spending Account (for eligible full-time only)
• Employee Assistance Program (full and part-time)
• Holiday pay (full-time only)
• Life insurance (full-time only)

Equal Opportunity Employer

It is our policy to abide by all federal, state, and local laws prohibiting employment discrimination based solely on a person's race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, physical disability, mental disability, age, military status, or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including but not limited to, cancer related or HIV/AIDS related), sexual orientation, or any other protected status except where a reasonable, bona fide occupational qualification exists.

E-Verify

Living Spaces participates in E-Verify. All newly-hired team members are queried through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to verify their identity and employment eligibility.