Delivery Processing Specialist at Morris… · 2377…

DELIVERY PROCESSING SPECIALIST

Our Values:

At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of: Professionalism, Quality, Ownership, Collaboration, Integrity and Fun.

Purpose:

The Delivery Processing Specialist serves as the subject-matter expert and lead trainer for the Delivery Processing team. This role leads onboarding and ongoing training for Delivery Processing Associates (DPAs), reinforces delivery and customer service standards, and supports daily delivery operations to ensure every customer delivery is executed accurately and on time.

The Specialist owns the tracking of customer resolutions from the moment merchandise enters the returns area through completion in the shop, and handles special requests from customers, RSAs, delivery teams, and warehouse management. Through auditing, metric monitoring, and coaching, the Specialist helps strengthen delivery execution and the overall customer experience.

General Description of duties: This job description is not intended to be all-inclusive. Employees may perform other related duties to meet the ongoing needs of the organization.

Training and Development

• Lead onboarding and ongoing training for Delivery Processing Associates (DPAs), including DispatchTrack, Loft, and department procedures.
• Reinforce delivery standards, customer service expectations, and operational best practices through side-by-side coaching and feedback.
• Serve as the go-to resource for DPAs on complex delivery, return, and service questions.
• Develop and maintain training materials, job aids, and SOPs as policies and procedures change.
• Partner with the Delivery Processing Manager to identify skill gaps and recommend targeted training.

Delivery Operations

• Track customer resolutions from the moment merchandise enters the returns area through completion in the shop.
• Ensure all merchandise moves through the shop accurately, efficiently, and in a timely manner.
• Monitor daily delivery performance metrics, including Manage Call Reconciliations, Manage Surveys, and Manage Delivery Messaging.
• Review and audit delivery documentation, customer notes, and special handling instructions to ensure accuracy and execution.
• Maintain accurate order, routing, and customer records in DispatchTrack and Loft.

Customer Resolution and Cross-Functional Collaboration

• Handle special requests from customers, RSAs, delivery teams, warehouse management, and other stakeholders.
• De-escalate and resolve customer concerns with urgency, empathy, and professionalism by phone, email, and text.
• Partner with warehouse, shop, delivery, store, and Customer Care teams to resolve service-related issues and keep customers informed.
• Communicate delivery changes, delays, and resolutions clearly to customers and internal partners.
• Escalate unresolved or high-risk issues to leadership with complete documentation.
• Provide ongoing support to the Customer Care team as needed.

Continuous Improvement

• Support continuous improvement initiatives that strengthen delivery execution and customer satisfaction.
• Identify trends in returns, service issues, and survey feedback, and recommend process or training solutions.
• Model our values of Professionalism, Quality, Ownership, Collaboration, Integrity, and Fun in daily work.
• Adhere to all company policies and procedures and work in compliance with federal and state regulations.
• Participate in special projects and other duties as assigned.

Qualifications:

• Strong written and verbal communication and customer service skills
• Demonstrated de-escalation and conflict-resolution experience
• Self-starter with strong initiative and follow-through
• Extensive furniture and product knowledge
• Ability to manage multiple priorities in a fast-paced environment and work independently
• Experience with Loft and DispatchTrack (DT)
• Call center experience preferred

Requirements:

• High School Diploma or equivalent
• 2+ years of experience in delivery operations, logistics, or customer service, preferably in furniture or retail
• Proficiency in Microsoft Office (Outlook, Excel, Word, Teams)
• Basic working knowledge of BXK
• Prior training, lead, or mentoring experience preferred
• Ability to work a flexible schedule, including nights, weekends, and holidays

Work Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, sit, walk, talk, hear, see, bend, twist, and lift 50 pounds, including moving between the office, returns area, and shop. This job description is not a comprehensive listing of activities, duties, or responsibilities that are required of the employee.

Confidential – For the use of appropriate Morris Furniture Co., Inc. employees only. Employment is at will. Neither this document, nor any other, unless specifically approved in writing by the CEO, Director of Human Resources, is to be construed as an employment contract. Morris Furniture Co., Inc. is an equal opportunity employer who is dedicated to a harassment-free environment. All Job Descriptions must be approved through Human Resources.