Customer Success Lead

Ashley Furniture Industries•Romeoville, IL

14h•Onsite

About The Position

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, coordinates 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.

Requirements

Legally authorized to work in the US
At least 18 years old
1-2 years' experience in fast-paced environments
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 constraints
Proficient computer skills, including experience with Microsoft Office Suite, and internet
Perform under strong demands in a fast-paced environment
Work professionally with customers and co-workers to efficiently serve our customers, treating both with enthusiasm and respect
Display empathy, understanding and patience with employees and external customers
Respond professionally in situations with difficult employee/vendor/customer issues or inquiries

Nice To Haves

bilingual preferred

Responsibilities

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.