Nationwide Delivery Representative

Position Summary

The Nationwide Delivery Representative I is the primary guest advocate for all delivery‑related activities associated with Nationwide such as order adjustments, scheduling, follow‑ups, reschedules, load‑out issues, returns, claims, and service disruptions. They monitor and track shipments within the Nationwide delivery network and support department KPIs to ensure the best possible guest experience. This role requires advanced knowledge of products and logistic processes to determine the best resolution for guest issues with a high emphasis on customer service and timely resolution.

• Serve as a “Guest Advocate” with loadout matters, ensuring the customer's voice is considered on decisions/concerns around damaged products or property, missing items, and driver‑related concerns
• Make outbound calls to guests that require resolving reschedules, service issues, and follow‑up.
• Complete daily assignments communicated by Leadership such as Load out logs, CRM Tickets, RMA research, Intercoms, P44 Cases, Ready to schedule logs, Genesys Chats & voicemails.
• Research and take appropriate actions in partnership with the Distribution Centers and Merchandising Team to complete guests' original orders, resolving tickets within 48 hours.
• Create Nationwide follow‑up tickets within CRM/Convey and other communication portals.
• Respond to internal emails and chats sent to the Nationwide Group by the end of the shift.
• Track delivery exceptions related to damages, missing pieces, overloads, and delays by providing follow‑ups via P44, CRM/Intercom, or other AI tools regarding Nationwide guests.
• Communicate process improvements based on trends and concerns related to guest experience to support department goals and KPIs.
• Maintain return and RMA/refund process for Nationwide guests.
• Review all scheduled deliveries 48 hours in advance for missing transfer items, purchase orders, or back‑ordered items, contacting guests as needed with status updates.
• Assist Delivery Support and Guest Service teams with inquiries related to outbound activities.
• Communicate with warehouse teams and 3PL support representatives regarding Nationwide deliveries.
• Responsible for monitoring the timely pickup/delivery of Truckloads via TMS/AI Portals or tools.
• Complete daily follow up as needed on the Distribution Centers’ End of Day reports (EOD).
• Communicate with 3rd party carriers to resolve outstanding guest service issues.
• Take IB calls from Delivery partners for guest support and resolution.

Education/

Experience:

High school diploma or GED. One or more years of related experience in customer service and/or sales environment. Equivalent combination of education and experience will be considered.

Computer

Skills:

Proficient with Microsoft Office Suite. Proficient knowledge of CRM/POS system is a must.

The hiring pay range is a guide for what we would reasonably pay for the position. Pay will be determined by factors such as applicant’s education, relevant work experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data. Living Spaces reserves the right to modify this pay range at any time. Pay is determined by various factors including market demand, applicable skills, work experience and education, location, company budget, and in‑demand skill sets.

$17.00 - $22.10. Retail, Guest Services, and Distribution Center Team Members are eligible to receive team bonus based on meeting specific goals and KPI’s.

• Medical
• Dental
• Vision
• 401(k) (full and part time eligible)
• Vacation
• Sick Time
• Flex Spending Account
• Employee Assistance Program

It is our policy to abide by all federal, state, and local laws prohibiting employment discrimination based solely on a person’s race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, physical disability, mental disability, age, military status, or status as a Vietnam‑era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including but not limited to, cancer related or HIV/AIDS related), sexual orientation, or any other protected status except where a reasonable, bona fide occupational qualification exists.

Living Spaces participates in E-Verify. All newly‑hired team members are queried through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to verify their identity and employment eligibility.