Customer Experience Specialist

In this critical role, the Customer Experience Specialist is essential to delivering exceptional customer experience from order placement through final delivery. Serving as the central connection between our customers, stores, delivery teams, and internal departments, the Customer Experience Specialist ensures every step of the order and delivery process is handled with accuracy, efficiency, and care by providing outstanding customer support through phone, chat, email, and text while coordinating dispatch duties involving delivery logistics, resolving transportation and service issues, and proactively communicating with customers and delivery teams. This role is non-remote, located at our Boise, Idaho headquarters. Location: Boise, ID HQ Job Type: Full Time / Permanent Compensation: $23 - $26 / hr What You Will Do Customer experience and dispatch responsibilities include and are not limited to: Delivering exceptional customer experience by serving as a primary point of contact for customers via phone, chat, email, and text. Respond to customer inquiries promptly and professionally, resolving issues whenever possible and coordinating with the appropriate store and/or department to ensure timely follow‑up. Guide customers through the entire order lifecycle by recording orders, scheduling deliveries, monitoring shipment status, and providing proactive communication before, during, and after delivery. Coordinate daily dispatch operations by supporting delivery teams, monitoring routes, and responding quickly to unexpected events such as traffic delays, vehicle breakdowns, weather conditions, accidents, or other delivery disruptions. Communicate real‑time route updates and delivery information to drivers while maintaining strong partnerships with the Transportation, Fulfillment, and Store teams. Resolve post‑order concerns including returns, exchanges, refunds, backorders, delivery issues, replacements, claims and service requests while serving as the voice of the customer throughout the resolution process. Accurately process customer transactions, sales orders, returns, refunds, and related documentation while maintaining detailed records and dispatch logs. Maintain thorough knowledge of company products, inventory, sales systems, and transportation processes to provide accurate information and effective solutions. Collaborate across departments to improve communication, streamline operations, and ensure a seamless customer experience from purchase through final delivery. Contribute to a positive team environment by communicating openly, supporting coworkers, and assisting with departmental initiatives as needed. Perform other duties as assigned. Who You Are Passionate about delivering exceptional customer service and creating positive customer experiences. Experienced in customer service, dispatch, transportation coordination, retail operations, or a related field. An effective communicator with excellent verbal, written, and active listening skills who remains professional in challenging situations. Highly organized with exceptional attention to detail and the ability to prioritize multiple tasks in a fast‑paced environment. Skilled at problem‑solving, critical thinking, and making sound decisions while remaining calm under pressure. Comfortable working across multiple software platforms simultaneously, including Microsoft Office, Google Workspace, customer service applications, dispatch software, and order management systems. Able to build collaborative working relationships with customers, drivers, stores, fulfillment teams, and internal business partners. Possesses strong analytical and data entry skills with a high degree of accuracy when processing orders, transactions, pricing, and shipping information. Adaptable and flexible, with the ability to adjust priorities as business needs change. Committed to teamwork, accountability, and continuous improvement. Available to work a flexible schedule, including days, evenings, weekends, and holidays as business needs require. Able to meet the physical requirements of the position, including prolonged sitting, standing, moderate reaching, and occasional lifting of up to 30 pounds. Our positions require successfully completing the pre‑employment background check and signing a nondisclosure agreement. EDUCATION High School diploma or equivalent. Associates degree and/or 1-3 years’ work experience in a related field, customer service or retails a plus. SCANDINAVIAN DESIGNS - DANIA FUNITURE OFFERS Benefits for Full‑time Associates* including: Opt‑in for Health benefits, Dental and Vision and optional Health Savings account (HSA) plan 401K Work life balance Paid Time Off (PTO) Regular schedule Generous merchandise discounts Pet Insurance Tuition Assistance Benefits eligibility depends on scheduled hours. This link leads to the machine‑readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out‑of‑network allowed amounts between health plans and healthcare providers. The machine‑readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data. Who We Are A family business 60+ years in the making, with +50 furniture showrooms and +700 employees across the U.S. Our sister‑brands (Scandinavian Designs and Dania Furniture) are a contemporary home furnishings destination rooted in a love for Nordic culture, modern design and quality craftsmanship. We offer extensive product and sales training to facilitate career growth. Our compensation includes a competitive pay program, comprehensive health and retirement benefits. In efforts to support the hiring of Veterans, please submit a DD214 or equivalent discharge paperwork from branches of the US Forces when applying for preferred for our preferred veteran hiring process. We're an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities. #J-18808-Ljbffr