The Spirit of Teamwork: Spotlight on Warehouse & Delivery at Copenhagen

The warehouse is a complex operation, with many teams working in specialized roles to keep everything running smoothly. Here’s a sampling of what you would do on a typical day in various positions, as explained by Ben Duke, Phoenix Warehouse Manager.

Assembly: Assembly Techs put together and prepare furniture to be delivered to customers’ homes, transferred to another store, or displayed on the sales floor. “This is more than just unboxing and assembling, as a good portion of our product requires some tender loving care to look its best,” Duke says.

Inventory Controller: The Inventory Controller’s tasks include doing stock checks, pairing received parts with the corresponding products, and pulling products for inspection. “This team member also acts as our customer pickup lead,” Duke adds. “They have been trained on all the steps to facilitate a smooth loading process for the customer.”

Order Pickers: Order Pickers pull products for delivery, transfer, or inspection, putting them in their proper locations and making sure to scan and reconcile everything they take down from the warehouse racks. They may also be asked to pull customer pickups and help with their loading.

Product Rackers: “Everything in its right place” is the guiding principle for Product Rackers. Duke describes their job as “condensing and consolidating product in their specific area in preparation for incoming stock.” Once new items arrive, they place them in the proper racks, label them clearly, and record their locations with a scanner.

Shipping Coordinator: Copenhagen uses 3rd party carriers to ship products outside of our delivery zones. The Shipping Coordinator keeps track of outgoing shipments and maintains communication with clients throughout the process. They prepare items for carrier pickup, which can involve “inspection, fabrication of sturdy and product-safe pallets, proper banding of the product, and pictures of the palletized product,” explains Duke.

Shipping/Receiving: Each morning, the Shipping and Receiving team can expect to find a container or trailer on the dock that must be loaded or unloaded. Manifests and transfer documents are handed out to crew members so they can account for every item. Duke adds, “Depending on workload, the dock crew may be split in half to unload multiple containers, or to have one crew work on loading an outbound trailer while another unloads incoming product.”

Because working in the warehouse can be physically demanding, teamwork and communication are paramount. “We always work together and discuss a plan of action before and while moving merchandise,” says Rachel Clarke, Assistant Manager of the Tucson warehouse. “We also make sure everyone has the resources to work safely, such as dollies, 4-wheelers, back braces, etc.”

Copenhagen is proud to offer white glove delivery service, which includes delivery, assembly, placement within the home, and disposal of any trash. For added cleanliness, our team can also wear shoe coverings (as long as they don’t present a slip hazard), masks, and/or gloves. Though our staff are highly trained to make the process as satisfactory as possible, there are also steps that customers can take to further ensure a successful delivery.

“Most important of all is to have your area cleared for the setup,” says Jesus Garcia, Manager of Copenhagen’s Texas Warehouse. He advises customers to move any items that risk being damaged out of the path of the delivery team, as well as to let them know of “any obstacles the guys may be facing, like low hanging trees, stairways, or tight walkways.” Once assembly is done, he urges customers to look over their new furniture and ask any questions they have.

On the warehouse side, team members prepare deliveries with plenty of time in advance. The day before an item is delivered, they will open the package and inspect the item to make sure it’s in excellent condition. “Anything that can be delivered assembled is built during the Prep process and then inspected again by multiple people,” explains Rachel Clarke. She adds, “When there are new products or complex pieces, we reference the floor model and provide delivery drivers with any extra assistance they may need (like sending technicians or a 3rd person on delivery to help with install).” Technicians will also perform finishing touches, such as heating and steaming leather upholstery, to get a product in its most pristine condition.

The Texas warehouse deserves a special mention for delivering to both the San Antonio and Austin areas. “We run 3 delivery trucks between the two cities, which makes it a bit challenging, but we pay close attention to stop counts between both,” says Garcia. For instance, if San Antonio has more stops on a given day, they will use two trucks for San Antonio and one for Austin. He continues, “If both cities have high stop counts, then we borrow our warehouse guys to take on a 4th truck. As team players, we all depend on each other to help when needed.”

Here at Copenhagen, we’re dedicated to top-tier service, even after a sale and delivery are completed. Our Repairs department is the perfect example. “Our technicians often perform parts replacements and installations for warranty situations, as well as more complex repairs like woodwork and leather work,” says Clarke. “If a customer needs help with a repair or asks for help down the line, they can make furnishings look like a work of art again.” As an example, she points to a recent repair by Rene Nunez of a table at the Tucson showroom (pictured).

Clarke emphasizes the importance of building positive client relationships, mentioning how some of the most memorable customer experiences come from that rapport. For instance, “I once had a customer send flowers during my time in customer service because I was able to find, reserve, and get a table to her in Sierra Vista in time for Thanksgiving,” she recalls. “We also had a customer who regularly visited our clearance showroom and called our Warehouse Manager Gabe Montano ‘Saint Gabriel’ because Gabe always got him his product as soon as possible.”

Jesus Garcia shares, “We love it when we go into a customer’s home and it smells like fresh baking pastries. After the delivery, the customer sends us out with a bag of cookies, fresh bread, or anything that they have made. It makes us feel special and it’s such a sweet gesture.”