Driver Team Specialist

Arhaus•Hudson, OH

17h•Onsite

About The Position

Driver Team Specialists are responsible for managing incoming driver calls and issues that occur on the day of delivery. They are the primary point of contact for addressing any queries or concerns related to deliveries, ensuring a seamless experience for guests. They collaborate cross-functionally with internal teams and handle tasks such as stock and special-order exchanges, returns, cancellations, guest concerns, and technician requests. This role is located onsite at our Corporate Office in Boston Heights, OH.

Requirements

High School diploma or equivalent.
2-3+ years’ experience within a customer-service-focused environment (retail, hospitality, or food/beverage).
Experience in a high-volume call center experience.
Strong communication, both written and verbal
Great active listening skills
A patient and empathetic attitude
Strong time management and organizational skills
Adaptability and flexibility
Comfortable working in fast-paced environments
In-depth knowledge of a company’s products and/or services
Understanding of computer systems and troubleshooting issues with minimal assistance (proficiency in Microsoft Suite required).
Strong communication and interpersonal skills.
Ability to multitask and prioritize tasks effectively in a fast-paced environment.
Excellent problem-solving abilities and attention to detail.
Ability to work collaboratively with cross-functional teams.

Nice To Haves

Knowledge of Salesforce and STORIS preferred.

Responsibilities

Answer incoming driver calls and make outbound calls as necessary.
Manage driver calls and issues from the day of delivery.
Communicate with delivery drivers, store team members, corporate employees, and guests to resolve questions and issues promptly.
Handle stock and special-order exchanges, returns, and cancellations, and manage guest concerns effectively.
Schedule technician appointments and coordinate re-selects with store teams as necessary.
Coordinate with the Final Mile Managers to resolve mislabeled product issues within 48 hours or update the guest on replacement product ETA.
Manage missing parts discovered on delivery by cases to the appropriate processor.
Collaborate with Regional and Store Managers, as well as Store Associates to resolve delivery issues efficiently.
Coordinate with the Delivery Exception Team for borrowing requests as needed.
Ensure all guest inquiries and issues are addressed promptly.
Collaborate with internal partners on delivery-related issues to ensure smooth operations.