Cust Experience Return Specialist

Build Your Career with Ashley Furniture- Where Innovation Meets Comfort

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the world’s largest manufacturer of home furnishings, we’re more than a business — we’re a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you’re ready to grow, you’ve come to the right place. With a true “Growth Mindset,” Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

What You'll Do:

• Customer Interaction: Professionally communicate with customers, especially in escalated situations. Troubleshoot and resolve issues related to defective products, incorrect orders, and customer perceptions to ensure satisfaction while keeping company goals in mind. Collaborate with Regional Managers, store personnel, warehouse personnel, and others to work toward resolution with the goal of customer retention for life.
• Documentation: Accurately document all customer interactions to ensure seamless service. Clear and concise documentation is essential for continuity when multiple representatives handle the same customer issue.
• Problem Resolution: Follow the path-to-resolution process and guidelines to gather all necessary information from customers. Determine the most effective method of resolution and follow up as needed to ensure customer satisfaction.
• Support and Guidance: Provide support to fellow Customer Care Representatives by assisting with challenging customer situations and escalated issues. Offer training and guidance in various formats, including team meetings, small groups, or one-on-one sessions, to help develop their skills and confidence.
• Delivery Concerns: Handle customer delivery issues such as rescheduled or late deliveries and delivery damage. Collaborate with appropriate personnel to provide timely and satisfactory resolutions.
• Order Management: Adjust and/or enter customer sales orders, part orders, credit memos, exchanges, and service technician appointments in the system as needed to ensure proper resolution and customer satisfaction with the goal of customer retention for life.
• Vendor Collaboration: Work with third-party vendors, such as protection plan providers, tech support, and delivery companies, to seek assistance in providing excellent service to customers.
• Core Values: Demonstrate the company’s Core and Growth Values in all job functions.
• Process Improvement: Contribute to the overall improvement of the customer experience by suggesting and implementing changes to processes that enhance service delivery.
• Performance Management: Continually drive departmental goals by analyzing daily, weekly, and monthly reports to monitor and manage processes. Develop strategies for achieving targeted measures and optimize customer service and satisfaction.
• Collaboration: Work with departmental managers to identify areas of improvement and ensure all customer service activities are coordinated as an integrated whole.
• Standard Operating Procedures: Assist in the development, maintenance, and approval of departmental standard operating procedures.
• This position is located in a climate-controlled office environment with standard lighting and moderate noise levels typical of professional workspace settings. The role primarily involves sitting at a desk for extended periods while working with computers, phones, and other office equipment. The collaborative environment includes interaction with team members and may require attendance at meetings, conference calls, and cross-departmental communications during regular business hours.

Benefits We Offer:

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values:

• Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.
• Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.
• Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.
• Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.
• Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.
• Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.
• Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.

* Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.