Delivery Scheduler Supervisor

Arhaus was founded in 1986 on a simple idea: Furniture and décor should be sustainably sourced, lovingly made, and built to last. Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used-and loved-for generations.

Description:

Providing best-in-class service to all clients, our Delivery Scheduler Lead acts as the voice of Arhaus as they support their team in fielding real-time calls from clients nationwide. Ideal candidates are caring and compassionate, enthusiastic, solutions-oriented, and committed to providing outstanding service to all our clients. They also thrive on driving efficiency and results through the team members they lead. This position is located onsite at our Corporate Office in Boston Heights, Ohio, and offers varied shifts and schedules.

Essential Duties & Responsibilities:

• Engage with clients promptly by providing critical service and product information, ensuring we exceed their expectations

• Ticket overview (in addition to Level 1 / 2 / 3 as needed) includes but is not limited to: BBB Complaint Resolution, Escalations, Direct Actions Requested by Store / Regional Managers

• Able to approve tickets for Level 1 /2 / 3

• Reviews cases to determine the best possible solution / next steps

• Triages clients through smooth transitions to appropriate team member / department

• Ensure Territory team members are meeting KPI's by strategic planned / unplanned audits

• Overviews one Territory as primary, cross-trained in other Territories to assist in overview as needed

• Source of information for assigned Territory, owning FAQ's and client services knowledge base to ensure accurate and helpful information

• Responsible for the onboarding and training of New Hires within their Territory, and supporting other Territories as needed

• Perform continual coaching and development of Territory team members, including partnering on Annual Performance Reviews

• Partner with Head of Client Services to manage Logistics / Inventory interactions

• Communicates across Client Services team to identify and troubleshoot issues

• Ability to analyze data / metrics to identify trends and potential issues, relaying information and potential solutions to Head of Client Services

• Other duties as assigned

Requirements:

Associate Benefits:

• High School diploma or equivalent required

• 3-4+ years' customer-service focused experience, in a call center environment is required; preference to experience in retail, luxury or hospitality

• 1-2+ years' experience in leading teams/management experience

• Knowledge of SalesForce and STORIS is preferred

• Understanding of computer systems and troubleshooting issues with minimal assistance (proficiency in Microsoft Suite preferred)

• Excellent communication, problem solving and follow-up skills

• Ability to work in a fast-paced environment, while demonstrating prioritization skills and a high sense of urgency

• Takes on difficult challenges and finds creative solutions

• Demonstrated ability to work independently and within a team

• Multiple Shifts Offered | $2 shift differential for 2nd shift

• Benefits | Medical, Dental, Vision, 401K, FSA/HSA, Retirement Savings, Life, Disability

• Paid Time Off | Prorated Based on Hire Date

• Career Pathway | Opportunities for Advancement

• On-Site Medical Clinic, Cafeteria + Starbucks

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.