Nationwide Delivery Representative - 1

About the role

The Nationwide Delivery Representative I serves as a guest advocate for all delivery-related activities, including order adjustments, scheduling, follow-ups, reschedules, load out issues, returns, claims, and service disruptions. This role monitors and tracks shipments within the Nationwide delivery network while supporting department KPIs to ensure an optimal guest experience. Advanced knowledge of products and logistic processes is required to resolve guest issues with a strong focus on customer service and timely resolution.

Responsibilities

• Serve as a “Guest Advocate” for loadout matters, ensuring the customer's voice is considered in decisions regarding damaged products or property, missing items, and driver-related concerns.
• Make outbound calls to guests to resolve reschedules, service issues, and follow-ups.
• Complete daily assignments communicated by Leadership, such as Load out logs, CRM Tickets, RMA research, Intercoms, P44 Cases, Ready to schedule logs, Genesys Chats, and voicemails.
• Research and take appropriate actions in partnership with Distribution Centers and the 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.
• Communicate process improvements based on trends and concerns related to guest experience to support department goals and KPIs.
• Maintain the 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.
• Monitor the timely pickup/delivery of Truckloads via TMS/AI Portals or tools.
• Complete daily follow-up on the Distribution Centers’ End of Day reports (EOD).
• Communicate with 3rd party carriers to resolve outstanding guest service issues.
• Take inbound calls from Delivery partners for guest support and resolution.

Requirements

• High school diploma or general education degree (GED).
• One or more years of related experience in a customer service and/or sales environment.
• Equivalent combination of education and experience will be considered.

Skills

• Proficiency with the Microsoft Office Suite.
• Proficient knowledge of CRM/POS systems.

Pay

$17.40 - $22.60 per hour. Overtime pay is available for eligible, non-exempt team members.

Benefits

• 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).
• Team bonus based on meeting specific goals and KPIs (for Retail, Guest Services, and Distribution Center Team Members).
• Reimbursement for expenses as required by applicable law and Company policy.