Operations Coordinator, Track & Trace

Build Your Career with Ashley 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 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! Schedule - Wed - Sat 9:00am - 7:30pm Overview: The Operations Coordinator - Track & Trace is responsible for monitoring in‑transit shipments, ensuring real‑time visibility, and proactively managing exceptions to protect service performance. This role serves as a critical communication link between carriers, internal operations teams, and customers to ensure on‑time delivery and rapid issue resolution. What Will You Do? * Monitor shipments in real time using TMS, GPS, and carrier tracking tools to ensure adherence to scheduled pickup and delivery times * Proactively identify and resolve in‑transit issues such as delays, missed appointments, route deviations, or service disruptions * Communicate shipment status updates and exceptions to internal teams, customers, and carriers in a clear and timely manner * Coordinate with carriers and drivers to ensure accurate tracking data and compliance with tracking requirements * Document shipment events, escalations, and resolutions in TMS and related systems * Escalate high‑risk or service‑critical issues to operations leadership with recommended corrective actions * Support service recovery efforts by coordinating re‑dispatching, rescheduling, or contingency planning as needed * Analyze recurring exceptions and contribute to continuous improvement initiatives * Ensure compliance with safety, customer service, and operational standards * Collaborate cross‑functionally with dispatch, planning, customer service, and billing teams Education and/or Qualifications: * High school diploma or GED required; Associate's or Bachelor's degree preferred * 1-3 years of experience in transportation, logistics, supply chain, or operations support * Strong understanding of freight movement, transit times, and carrier operations * Experience working with TMS, GPS tracking platforms, or logistics systems * Strong communication skills with the ability to manage time‑sensitive issues * High attention to detail and ability to manage multiple shipments simultaneously * Proficiency in Microsoft Office (Excel, Outlook) and logistics systems * Ability to work in a fast‑paced, deadline‑driven environment Additional Qualifications, preferred: * Experience in Track & Trace, dispatch, fleet operations, or customer logistics support * Familiarity with OTIF, service KPIs, and exception management processes * Experience supporting high‑volume freight or time‑critical shipments * Strong problem‑solving and escalation management skills Key Competencies * Shipment monitoring & exception management * Carrier communication and coordination * Customer service orientation * Time management and prioritization * Data accuracy and documentation * Continuous improvement mindset Benefits We Offer: * Health, Dental, Vision, 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 * Passion, Drive, Discipline * Continuous Improvement/Operational Excellence * Dirty Fingernail * Growth Focused To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page: Corporate Social Responsibility 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. We are an Equal Employment Opportunity Employer.