Customer Experience Logistics Specialist

Build Your Career with Ashley Furniture - Where Innovation Meets Comfort

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the worlds largest manufacturer of home furnishings, were more than a business - were a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If youre ready to grow, youve come to the right place. With a true "Growth Mindset," Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.

Position Overview

The Customer Experience Logistics Specialist serves as a critical link between Ashley Distribution Services and our customers, ensuring seamless coordination of logistics operations and exceptional service delivery. This role focuses on optimizing the customer experience through proactive communication, problem-solving, and coordination of distribution activities.

What Will You Do?

Customer Service Excellence

• Serve as the primary point of contact for customer inquiries related to logistics and distribution
• Provide timely and accurate information regarding order status, delivery schedules, and shipment tracking
• Build and maintain strong relationships with customers, retail partners, and internal stakeholders
• Resolve customer concerns with a solutions-first approach

Logistics Coordination

• Coordinate delivery schedules and routes to ensure on-time delivery performance
• Monitor shipment status and proactively communicate any delays or issues
• Work with warehouse, transportation, and operations teams to optimize delivery efficiency
• Manage customer appointments and scheduling requests

Problem Resolution & Escalation

• Investigate and resolve delivery exceptions, damages, and service failures
• Escalate complex issues to appropriate teams while maintaining customer communication
• Track and document customer issues to identify trends and improvement opportunities
• Implement corrective actions to prevent recurring problems

Data Management & Reporting

• Maintain accurate records in logistics and customer service systems
• Generate reports on delivery performance, customer satisfaction, and service metrics
• Analyze data to identify opportunities for process improvements
• Support continuous improvement initiatives with actionable insights

Cross-Functional Collaboration

• Partner with warehouse operations, transportation, and customer service teams
• Coordinate with sales and retail partners to align on customer expectations
• Support special projects and peak season logistics planning
• Share best practices and contribute to team success

Qualifications

Required

• High School Diploma or equivalent
• 1-2 years of experience in customer service, logistics, or distribution
• Strong communication and interpersonal skills
• Proficiency with computer systems and Microsoft Office applications

Preferred

• Associate degree in Business, Logistics, Supply Chain Management, or related field
• Experience in furniture, retail, or home goods distribution
• Knowledge of transportation management systems (TMS) and warehouse management systems (WMS)
• Problem-solving mindset with attention to detail

Work Environment

This position may be located in an office environment within an active distribution center or may be fully remote depending on business needs. The role requires regular computer use and may involve occasional visits to warehouse or distribution facilities. Standard business hours apply, with flexibility required during peak seasons or to accommodate customer needs across different time zones.

Benefits We Offer

• Health, Dental, Vision, Employee Assistance Program
• Paid Vacation, Holidays, and Your Birthday off
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Ashley Wellness Centers (location specific) and Medical Tourism
• Telehealth
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values

Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.

Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.

Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.

Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.

Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.

Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.

Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

Interested in learning more about Ashley Furnitures Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below: Corporate Social Responsibility | View Our Corporate Brochure

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.