Nationwide Delivery Representative - 1

Living Spaces•Rialto, CA

40d•$17 - $22

About The Position

The Nationwide Delivery Representative I has the primary responsibility of being a guest advocate for all delivery-related activities associated with Nationwide such as order adjustments, scheduling, follow-ups, reschedules, load out issues, returns, claims, and service disruptions. They need to monitor and track shipments within the Nationwide delivery network and support department KPIs to ensure the best possible guest experience. This role requires advanced knowledge of products and logistic processes to determine the best resolution for guest issues with a high emphasis on customer service and timely resolution.

Requirements

High school diploma or general education degree (GED).
One or more years of related experience in customer service and/or sales environment.
Equivalent combination of education and experience will be considered.
To perform this job successfully, an individual must be proficient with the Microsoft Office Suite, Proficient knowledge of CRM/POS system is a must.

Responsibilities

Serve as a “Guest Advocate” with loadout matters, ensuring the customer's voice is considered on decisions/concerns around damaged products or property, missing items, and driver-related concerns
Make outbound calls to guests that require resolving reschedules, service issues, and follow-up.
Complete daily assignments communicated by Leadership such as Load out logs, CRM Tickets, RMA research, Intercoms, P44 Cases, Ready to schedule logs, Genesys Chats & voicemails.
Research and take appropriate actions in partnership with the Distribution Centers and Merchandising Team to complete guests' original orders, resolving tickets within 48 hours.
Create Nationwide follow-up tickets within CRM/Convey and other communication portals
Respond to internal emails and chats sent to the Nationwide Group by the end of the shift.
Track delivery exceptions related to damages, missing pieces, overloads, and delays by providing follow-ups via P44, CRM/Intercom, or other AI tools regarding Nationwide guests.
Communicate process improvements based on trends and concerns related to guest experience to support department goals and KPIs.
Maintain return and RMA/refund process for Nationwide guests.`
Review all scheduled deliveries 48 hours in advance for missing transfer items, purchase orders, or back-ordered items, contacting guests as needed with status updates.
Assist Delivery Support and Guest Service teams with inquiries related to outbound activities.
Communicate with warehouse teams and 3PL support representatives regarding Nationwide deliveries.
Responsible for monitoring the timely pickup/delivery of Truckloads via TMS/AI Portals or tools.
Complete daily follow up as needed on the Distribution Centers’ End of Day reports (EOD)
Communicate with 3rd party carriers to resolve outstanding guest service issues
Take IB calls from Delivery partners for guest support and resolution