Nationwide Delivery Representative

Position Summary

The Nationwide Delivery Representative I is responsible for advocating for guests in all delivery-related activities across the Nationwide network, including order adjustments, scheduling, follow‑ups, reschedules, load‑out issues, returns, claims, and service disruptions. The role involves monitoring and tracking shipments, supporting department KPIs, and ensuring the best possible guest experience with a strong emphasis on customer service and timely resolution.

• Serve as a “Guest Advocate” with load‑out matters, ensuring the customer’s voice is considered on decisions regarding damaged products, 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 & voicemail.
• Research and take appropriate actions in partnership with Distribution Centers and Merchandising Teams 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 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 general education degree (GED). One or more years of related experience in a customer service and/or sales environment. Equivalent combinations of education and experience will be considered.

Computer

Skills:

Proficiency with the Microsoft Office Suite and a CRM/POS system is required.

Compensation: $17.40 – $22.60 per hour. Overtime pay is available for eligible, non‑exempt team members. Reimbursement for expenses is provided as required by applicable law and company policy. Retail, Guest Services and Distribution Center Team Members are eligible for a team bonus based on meeting specific goals and KPIs.

• Medical (full‑time only)
• Dental (full‑time only)
• Vision (full‑time only)
• 401(k) with Company match (full and part‑time)
• Vacation (full‑time only or as otherwise required by applicable law)
• Paid Sick Leave (full and part‑time)
• Flex or Health Spending Account (eligible full‑time only)
• Employee Assistance Program (full and part‑time)
• Holiday pay (full‑time only)
• Life insurance (full‑time only)

This company abides by all federal, state, and local laws prohibiting employment discrimination based solely on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, physical or mental disability, age, military status, or 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 and the Social Security Administration to verify their identity and employment eligibility.

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