PRIMARY FUNCTIONS:

• Handle immediate Response(IRT) orders along with dedicated email lines within 24-48 hrs. Research customer inquiries; provide solution with establish time frames. Further research may be required for complex inquires. Dedicated email boxes implemented for CSR team.
• De-escalate immediate customer service issues.
• Perform all scheduling functions in high volume environment for all WSI products brands; supports multiple HUB Operations in different regions within WSI Supply Chain Operations.
• Research and analyze customer orders and follow up with customers.
• Support Special Projects by Customer Service Manager including the CSCII assistance line overflow coverage as needed to meet business needs. Ability to handle large call volume daily while maintaining quality focus on each call.
• Meet or exceed HUB Scorecard metrics as established by CS Manager, metrics, service, cost, quality and one call resolution for dedicated email boxes.
• Create/manage custom orders for RTL and OTC.
• Utilize Williams Sonoma’s Mission, Vision and Values to govern daily activities, including guidance to other associates and departments
• Any other HUB Duties or projects as assigned.

MINIMUM QUALIFICATIONS:

• Ability to multitask using multiple system to achieve one in done customer call resolution.
• Demonstrated service approached to all outbound/inbound call related, extremely detailed on all written and verbal.
• Intermediate to advanced Microsoft Office Knowledge- Outlook, Excel, Word.
• Demonstrated skills in planning and prioritizing assigned tasks; adhere to completing customer inquires within established time frames.
• Demonstrate a positive, results oriented attitude, strong work ethic, ability to work under pressure, and be a fast learner.
• Demonstrated problem solving skills including ability to research complex customer inquiries.
• Fluent in Spanish is preferred.