Delivery Operations Specialist

Bob's Discount Furniture • Shorewood, IL

28d • Remote

About The Position

The Delivery Operations Specialist plays a vital role in ensuring efficient, reliable, and customer-focused delivery operations. This position serves as a key liaison between Customer Support, Delivery Operations, Regional Delivery Managers, and Depot/Store teams to resolve escalated delivery issues and optimize routing performance. The Specialist is responsible for managing and resolving complex delivery escalations, including loyalty recovery efforts, DOD concerns, go-back requests, add-on requests, zone exceptions, and certificate of insurance requests. In parallel, the role supports routing and logistics operations by processing delivery modifications, analyzing routes, troubleshooting issues, and ensuring system accuracy to maximize delivery performance. Working cross-functionally, the Delivery Operations Specialist investigates root causes of service failures, coordinates corrective actions, and drives timely resolutions that balance customer satisfaction with operational efficiency. Success in this role requires strong analytical and problem-solving skills, clear and professional communication, attention to detail, and a customer-first mindset, along with the ability to navigate logistics systems and collaborate effectively across teams.

Requirements

• High School Diploma or equivalent experience.
• 1+ year of experience in a logistics, administrative, or routing support role preferred.
• Ability to type 35–40 WPM and navigate multiple systems simultaneously.
• Familiarity with standard office software and web-based communication tools.
• Must be at least 18 years old to be considered for employment with Bob’s

Nice To Haves

• Prior experience with transportation management systems or delivery scheduling software.
• Knowledge of DOT compliance as it relates to routing limitations.
• Advanced proficiency in Excel functions (sorting, filtering, basic formulas).

Responsibilities

• Manage escalated delivery issues, including Customer Escalations, DOD concerns, and Go Back requests, ensuring prompt and effective resolution.
• Communicate and collaborate with Customer Support, Regional Delivery Managers, and Depot employees to align solutions and maintain operational consistency.
• Use Map Business to research distance to areas outside of the delivery footprint and determine if delivery will be profitable
• Act as a liaison between customers and carriers for needed certificate of insurances.
• Analyze existing delivery and service runs using Dispatch Track to accommodate additional stop requests while also following depot guidelines and keeping within DOT compliance
• Unlock or remove customers from existing delivery and service runs upon request
• Create delivery runs in Dispatch Track by utilizing any unused delivery trucks post original routing
• Accurately document cases and communications in accordance with departmental standards.
• Provide guidance and support to Customer Support advocates and internal team members during escalations or complex inquiries.
• Partner cross-functionally to resolve operational challenges and improve end-to-end delivery performance.
• Manage multiple priorities effectively in a fast-paced environment, maintaining strong organization and time management.
• Identify trends, recurring issues, and root causes to support corrective and preventative actions.
• Assist department leadership with escalations, reporting, and continuous improvement initiatives.
• Promote a positive company culture by modeling teamwork, accountability, and customer-focused values.
• All other duties as assigned.

Benefits

• Competitive Medical, Dental, and Vision Insurance
• Generous paid time off, including vacation, personal days, sick leave, holidays, and your birthday!
• 401(k) Profit Sharing Plan with a generous company match
• Pet Insurance and employer-paid Life Insurance options
• Professional Development: Tuition reimbursement, on-demand learning, and career progression pathways
• Employee Discount starting on Day 1, plus exclusive partner discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED