Customer Experience Returns Specialist

Ashley is America's largest furniture manufacturer and a global retail leader. We’ve been committed to delivering beautiful, quality home furnishings at an accessible price point for over 75 years. Now, we're evolving our brand to meet the changing lifestyles of today's consumers. This is an exciting time to join the team and make a real impact. You'll be part of a transformation, working with passionate professionals who are reshaping an industry and creating meaningful connections between our products and the lives they enhance.

The Customer Experience and Returns Specialist provides exceptional service to internal and external customers via phone and email. They collaborate with drivers, marketing specialists, credit, transportation, distribution, and other team members to professionally handle return requests. The role involves negotiating with customers and departments to resolve return issues satisfactorily for both the customer and the company, with a focus on customer retention.

They ensure prompt, efficient, and accurate data entry, exhibit superior customer service, and support internal and external customers. The specialist must be self-motivated, persuasive, and able to manage emotions to handle various situations seamlessly.

At Ashley, we’re more than a business…we’re family. As the largest manufacturer of home furnishings in the world, we know what it takes to build incredible furniture and future leaders. We’re problem solvers with the grit to persevere during challenging times and innovators who won't coast when times are good. We create solutions, not excuses. And never settle for status quo.

It’s the reason we’re always searching for better ways to deliver an exceptional customer experience. That's why Ashley Furniture is #1 in our industry.

Ready to grow? You’ve come to the right place. Ashley Furniture has a “Growth Mindset”, and once you join our team, you’ll learn from the best in the business.

• Customer Interaction: Professionally communicate with customers, especially in escalated situations. Troubleshoot and resolve issues related to defective products, incorrect orders, and customer perceptions to ensure satisfaction while keeping company goals in mind. Collaborate with Regional Managers, store personnel, warehouse personnel, and others to work toward resolution with the goal of customer retention for life.
• Documentation: Accurately document all customer interactions to ensure seamless service. Clear and concise documentation is essential for continuity when multiple representatives handle the same customer issue.
• Problem Resolution: Follow the path-to-resolution process and guidelines to gather all necessary information from customers. Determine the most effective method of resolution and follow up as needed to ensure customer satisfaction.
• Support and Guidance: Provide support to fellow Customer Care Representatives by assisting with challenging customer situations and escalated issues. Offer training and guidance in various formats, including team meetings, small groups, or one‑on‑one sessions, to help develop their skills and confidence.
• Delivery Concerns: Handle customer delivery issues such as rescheduled or late deliveries and delivery damage. Collaborate with appropriate personnel to provide timely and satisfactory resolutions.
• Order Management: Adjust and/or enter customer sales orders, part orders, credit memos, exchanges, and service technician appointments in the system as needed to ensure proper resolution and customer satisfaction with the goal of customer retention for life.
• Vendor
  
  Collaboration:
  
  Work with third‑party vendors, such as protection plan providers, tech support, and delivery companies, to seek assistance in providing excellent service to customers.
• Core Values: Demonstrate the company’s Core and Growth Values in all job functions.
• Process Improvement: Contribute to the overall improvement of the customer experience by suggesting and implementing changes to processes that enhance service delivery.
• Performance Management: Continually drive departmental goals by…