Delivery Processing Specialist

At Morris Furniture Company, our values represent our distinctive core beliefs— the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of:
Professionalism, Quality, Ownership, Collaboration, Integrity and Fun.

At Morris Furniture Company, our values represent our distinctive core beliefs— the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of:
Professionalism, Quality, Ownership, Collaboration, Integrity and Fun.

The Delivery Processing Specialist serves as the subject‑matter expert and lead trainer for the Delivery Processing team. This role leads onboarding and ongoing training for Delivery Processing Associates (DPAs), reinforces delivery and customer service standards, and supports daily delivery operations to ensure every customer delivery is executed accurately and on time.

The Specialist owns the tracking of customer resolutions from the moment merchandise enters the returns area through completion in the shop, and handles special requests from customers, RSAs, delivery teams, and warehouse management. Through auditing, metric monitoring, and coaching, the Specialist helps strengthen delivery execution and the overall customer experience.

This job description is not intended to be all‑inclusive. Employees may perform other related duties to meet the ongoing needs of the organization.

• Lead onboarding and ongoing training for Delivery Processing Associates (DPAs), including Dispatch Track, Loft, and department procedures.
• Reinforce delivery standards, customer service expectations, and operational best practices through side‑by‑side coaching and feedback.
• Serve as the go‑to resource for DPAs on complex delivery, return, and service questions.
• Develop and maintain training materials, job aids, and SOPs as policies and procedures change.
• Partner with the Delivery Processing Manager to identify skill gaps and recommend targeted training.

• Track customer resolutions from the moment merchandise enters the returns area through completion in the shop.
• Ensure all merchandise moves through the shop accurately, efficiently, and in a timely manner.
• Monitor daily delivery performance metrics, including Manage Call Reconciliations, Manage Surveys, and Manage Delivery Messaging.
• Review and audit delivery documentation, customer notes, and special handling instructions to ensure accuracy and execution.
• Maintain accurate order, routing, and customer records in Dispatch Track and Loft.

• Handle special requests from customers, RSAs, delivery teams, warehouse management, and other stakeholders.
• De‑escalate and resolve customer concerns with urgency, empathy, and professionalism by phone, email, and text.
• Partner with warehouse, shop, delivery, store, and Customer Care teams to resolve service‑related issues and keep customers informed.
• Communicate delivery changes, delays, and resolutions clearly to customers and internal partners.
• Escalate unresolved or high‑risk issues to leadership with complete documentation.
• Provide ongoing support to the Customer Care team as needed.

• Support continuous improvement initiatives that strengthen delivery execution and customer satisfaction.
• Identify trends in returns, service issues, and survey feedback, and recommend process or training solutions.
• Model our values of Professionalism, Quality, Ownership, Collaboration, Integrity, and Fun in daily work.
• Adhere to all company policies and procedures and work in compliance with federal and state…