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Customer Experience Team Lead-Dispatch

Company: Ashley Furniture
Location: Brandon
Posted on: June 11, 2019

Job Description:

Basic InformationJob Name:Customer Experience Team Lead-DispatchFunctional Area:Customer ServiceState:FloridaCity:BrandonJob Type:OFFHR - OFFICE HOURLYEmployment Type:REG - REGULAR FULL TIMEShift:1Shift:1Description and RequirementsHelp us help our customers realize their dreams of a beautiful home!Join The #1 Furniture Company-Join The #1 Furniture BrandAshley Furniture Industries, Inc. is the largest manufacturer of furniture in the world. Established in 1945, Ashley offers one of the industry's broadest product assortments to retail partners in 123 countries.Design, Build, Deliver:Using our internationally acclaimed in-house design team, we create the look without paying expensive design fees. Then, by adhering to some of the most efficient production standards in the world, we can maximize productivity and minimize waste, generating additional savings for you. Finally, all orders are filled from strategically located regional warehouses and are serviced by our own fleet of trucks, the largest in the industry.The Customer Experience Team Lead-Dispatch Provide back-up support of the Homestore Dispatch Supervisor in leading a team of Dispatch Agents to provide excellence in Customer Service. Promote positive, healthy, consumer-centric culture inside and outside the Dispatch Department. Must have the ability to motivate staff and provide superior customer service at all times.Maintain prompt, efficient, and accurate data entry to ensure customer and employee satisfaction. Exhibit superior customer service by having profound knowledge of dispatching, a full understanding of customer service philosophy and procedures of the company. Ability to be self-motivated. Provide support to Home Store Customer Care, Independent decisions are made routinely following the company guidelines. Identify areas of opportunity and work with management to overcome obstacles. Promote a professional and positive work environment. Minimal to no supervision required.Primary Job Functions:Daily* Maintain proper telephone etiquette and attitude at all times* Follow up with any escalated issues and calls* Watch and manage the Dispatch floor during management meetings and as requested* Assist agents with the customer and or delivery driver issues* Be readily available* Respond to emails quickly and professionally* Maintain security and confidentiality on a daily basis* Ensure dress code, housekeeping and professionalism are maintained at its highest levels at all times* Report any issues with employees or morale to management immediately* Report any negative behavior to management immediately* Send out reportsWeekly* Attend one on one meeting with ManagerMonthly* Lead one team meetingAs Needed* Develop strategies for achieving goals* Utilize concepts of continuous quality improvement.* Create and update SOP's* Attend requested company meetings* Assist with training new employees and retraining existing employees* Provide continuous coaching and guidance with assisting issues* Learn and use best practices, new technologies and provide feedback on process improvement* Follow opening and closing procedures for the Customer Care departmentJob Qualifications:Education:* High School Diploma or equivalent, RequiredExperience:* Two or more year(s) of Dispatch and or Customer Service experience* Complete understanding of all Standard Operating ProceduresKnowledge, Skills, and Abilities:* Proficient computer skills* Basic understanding of process improvement methods* Possess good communication skills* Ability to multitask and be a process thinker* Requires minimal or no supervision* Work as a team player with internal and external customers* Good leadership and relationship building skills* Analyze and resolve problems* Create, develop, and manage a project/process to completion* Dependable* Flexible* Courteous and tactful* Team player* Proactive and problem solver* Big Picture OrientedWe 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. Principals Only.

Keywords: Ashley Furniture, Brandon , Customer Experience Team Lead-Dispatch, Other , Brandon, Florida

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