Delivery Operations Specialist

Job Title
Delivery Operations Specialist

Job Overview
The Delivery Operations Specialist plays a vital role in ensuring efficient, reliable, and customer-focused delivery operations. This position serves as a key liaison between Customer Support, Delivery Operations, Regional Delivery Managers, and Depot/Store teams to resolve escalated delivery issues and optimize routing performance.

The Specialist is responsible for managing and resolving complex delivery escalations, including loyalty recovery efforts, DOD concerns, go-back requests, add-on requests, zone exceptions, and certificate of insurance requests. In parallel, the role supports routing and logistics operations by processing delivery modifications, analyzing routes, troubleshooting issues, and ensuring system accuracy to maximize delivery performance.

Working cross-functionally, the Delivery Operations Specialist investigates root causes of service failures, coordinates corrective actions, and drives timely resolutions that balance customer satisfaction with operational efficiency. Success in this role requires strong analytical and problem-solving skills, clear and professional communication, attention to detail, and a customer-first mindset, along with the ability to navigate logistics systems and collaborate effectively across teams.

Key Responsibilities

• Manage escalated delivery issues, including Customer Escalations, DOD concerns, and Go Back requests, ensuring prompt and effective resolution.
• Communicate and collaborate with Customer Support, Regional Delivery Managers, and Depot employees to align solutions and maintain operational consistency.
• Use Map Business to research distance to areas outside of the delivery footprint and determine if delivery will be profitable
• Act as a liaison between customers and carriers for needed certificate of insurances.
• Analyze existing delivery and service runs using Dispatch Track to accommodate additional stop requests while also following depot guidelines and keeping within DOT compliance
• Unlock or remove customers from existing delivery and service runs upon request
• Create delivery runs in Dispatch Track by utilizing any unused delivery trucks post original routing
• Accurately document cases and communications in accordance with departmental standards.
• Provide guidance and support to Customer Support advocates and internal team members during escalations or complex inquiries.
• Partner cross-functionally to resolve operational challenges and improve end-to-end delivery performance.
• Manage multiple priorities effectively in a fast-paced environment, maintaining strong organization and time management.
• Identify trends, recurring issues, and root causes to support corrective and preventative actions.
• Assist department leadership with escalations, reporting, and continuous improvement initiatives.
• Promote a positive company culture by modeling teamwork, accountability, and customer-focused values.
• All other duties as assigned.

Schedule: Tuesday – Saturday, 1:30pm – 10:00pm

What You’ll Bring to Bob’s

At Bob’s Discount Furniture, we value the unique skills and experiences that each candidate brings. Success in this role is driven by a combination of technical expertise, problem-solving abilities, behavioral and leadership skills, and customer focus. If you thrive in a dynamic environment and enjoy leveraging your skills to make an impact, this is the perfect opportunity for you!

Key Skills for Success

To excel in this role, you will need to demonstrate strengths in the following skill areas:

Core Competencies & Expertise

• Execution and Results: Demonstrated ability to meet deadlines and manage multiple time-sensitive requests. Capable of operating with minimal supervision and driving daily task completion.
• Sound Judgment: Makes decisions within standard routing practices using provided tools and guidelines.
• Communication: Ability to communicate proactively and effectively including comprehending and communicating detailed instructions, reading and writing, and having knowledge of commonly used concepts, practices, and procedures as required by the position.
• Complex Problem Analysis: Ability to evaluate routes and depot capacity to determine viable delivery solutions.
• Adaptability and Flexibility: Thrives in a fast-paced environment with shifting priorities and time-sensitive requests.
• Attention to Detail: Highly accurate in data entry, form processing, and routing calculations.
• Technical Proficiency: Proficient in Microsoft Outlook, Excel, and SharePoint and a working knowled