Customer Success Lead

For over 75 years, Ashley Furniture has been the largest home furnishings manufacturer, transforming homes worldwide. With our customer base continuously growing, we are expanding our reach by opening more stores to meet the increasing demand. Our dedication to quality, style, and affordability has solidified our reputation as a trusted and recognized brand worldwide.

The Local Customer Success (LCS) Lead is a frontline operational leader who guides agents in their daily work, answers process and approval questions, and supports consistent execution across LCS day-of-delivery activities. The role provides real-time support for VIP deliveries, same-day and next-day saves, store support, proactive communication, customer and driver chats, case work, and escalations. The LCS Lead coaches’ agents using approved SOPs, verifies documentation and follow-up, coordinate with RFC, store, delivery, Road Support, and Customer Success partners, and elevates blocked or high-risk issues to the Supervisor.

Success requires sound judgment, strong customer recovery skills, operational urgency, and disciplined ownership of customer-impacting work.

• This section describes the primary /essential responsibilities that this job performs.
• Professionally engage with customers in escalated situations, troubleshooting and resolving complex issues including defective products, incorrect shipments, and customer concerns.
• Collaborate cross-functionally with Regional Managers, store personnel, warehouse staff, and other stakeholders to achieve timely and effective resolutions
• Maintain clear, accurate documentation of all customer interactions to ensure seamless handoffs between representatives. Follow path-to-resolution guidelines to gather complete information and determine effective solutions. Conduct follow-up to verify resolution and customer satisfaction
• Coach and support Customer Experience Representatives through escalated issues, providing training via team meetings, small groups, and one-on-one sessions to develop skills and empower decision-making
• Handle customer delivery concerns such as rescheduled delivery, late delivery, delivery damage, etc., and collaborate with appropriate personnel to provide timely and satisfactory resolution.
• Follow established path-to-resolution guidelines to gather comprehensive information, determine effective solutions, and conduct follow-up to ensure customer satisfaction
• Accurately enter and adjust sales orders, part orders, credit memos, exchanges, and service appointments to ensure resolution and customer retention
• Partner with third-party vendors (protection plans, tech support, delivery companies) to ensure adherence to Ashley's standards and exceptional customer service
• Partner with departmental managers to identify improvements, implement solutions, and coordinate integrated customer service activities
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
• Maintain reliable attendance.
• Actively participate in departmental meetings, training and education. Assist with training other employees and providing backup.
• Complete other assignments and special projects as requested.

• Legally authorized to work in the US
• At least 18 years old
• 1-2 years' experience in fast-paced environments, bilingual preferred
• Strong attention to detail
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Effective time management and organizational skills
• Work independently as well as in a team environment
• Document management system
• Analytical and problem-solving skills
• Maintain confidentiality
• Working knowledge of Continuous Improvement
• Handle multiple projects simultaneously within established time…