Logistics Problem Resolution Specialist
About The Position
The Logistics Problem Resolution Specialist will assist 3PL delivery drivers in customer related issues to prevent a negative guest experience. Will report issues daily to the Warehouse, Retail Team, Guest Services, Supply Chain, Logistics and 3PL brokers. Will be expected to use advanced product and logistics process knowledge to determine the best solution to solve problems for our guests. Position Description Essential Duties and Responsibilities include the following. Other duties may be assigned. Acts as the subject matter expert on current Living Spaces products and services. Serves as a liaison between guests and the third-party delivery team, ensuring customer voices are included in decisions and concerns regarding damage, missing items, and driver issues. Resolves all customer issues and is empowered to make quality decisions on behalf of the company and guests. Assists 3PL delivery drivers with customer-related issues to prevent negative guest experiences. Reports daily issues to the Warehouse, Retail Team, Guest Services, Supply Chain, Logistics, and 3PL brokers. Utilizes advanced product and logistics process knowledge to determine the best solutions for guest problems. Maintains clear and effective communication with all stakeholders, including customers, internal teams, and 3PL providers. Performs track and trace functions to ensure on-time deliveries and resolve any delays or disruptions. Develops and maintains relationships with carriers and other logistics partners to secure freight coverage and ensure smooth operations. Ensures compliance with industry regulations and internal policies.
Requirements
- Associate’s degree (A.A.) or equivalent from four-year college in business operations.
- 1-3 years prior work experience in a customer service or call center environment.
- Equivalent combination of education and experience will be considered.
- To perform this job successfully, an individual should have strong computer knowledge including MS Word, Excel, PowerPoint, and CRM.
Responsibilities
- Acts as the subject matter expert on current Living Spaces products and services.
- Serves as a liaison between guests and the third-party delivery team, ensuring customer voices are included in decisions and concerns regarding damage, missing items, and driver issues.
- Resolves all customer issues and is empowered to make quality decisions on behalf of the company and guests.
- Assists 3PL delivery drivers with customer-related issues to prevent negative guest experiences.
- Reports daily issues to the Warehouse, Retail Team, Guest Services, Supply Chain, Logistics, and 3PL brokers.
- Utilizes advanced product and logistics process knowledge to determine the best solutions for guest problems.
- Maintains clear and effective communication with all stakeholders, including customers, internal teams, and 3PL providers.
- Performs track and trace functions to ensure on-time deliveries and resolve any delays or disruptions.
- Develops and maintains relationships with carriers and other logistics partners to secure freight coverage and ensure smooth operations.
- Ensures compliance with industry regulations and internal policies.
Benefits
- Overtime pay is available for eligible, non-exempt Team Members.
- Reimbursement for expenses as required by applicable law and Company policy.
- Retail, Guest Services and Distribution Center Team Members are eligible to receive team bonus based on meeting specific goals and KPI's.
- 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 (for eligible full-time only)
- Employee Assistance Program (full and part-time)
- Holiday pay (full-time only)
- Life insurance (full-time only)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
