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SUPPLY CHAIN TEAM
Williams-Sonoma Inc.'s Supply Chain organization is the backbone of our company. Our Distribution Centers serve as vital connections between factories and our retail, online and mail-order customers around the world. We also own and operate a growing manufacturing base right here in the United States, proudly producing nearly all of the upholstered furniture and much of the lighting sold through our brands. The Supply Chain environment is dynamic and fast-paced, and the network is expanding rapidly. If you are an expert in global logistics, manufacturing, engineering, transportation, finance, human resources, or home delivery and have a passion for quality and customer service, our Supply Chain Organization may just be the place for you.
Openings >> Customer Service Operations Manager
Customer Service Operations Manager
Summary
Title:Customer Service Operations Manager
ID:328651483
Date Posted:Mar 20, 2023
Date to Apply By:N/A
Reports To or Hiring Manager:Luis Parrilla
Department:4173
Shift:1st (Mon-Thurs)
Grade Level:20
Employment Type:Full Time Exempt
Location:Braselton, GA
Proposed Salary Range:N/A
Description

Customer Service Operations Manager

About Williams Sonoma - Braselton, Georgia

Since it was founded in 1956, Williams - Sonoma has grown from Chuck Williams’ single store in Sonoma, CA into one of the largest retailers in the country, with some best known and most beloved brands in home furnishings, including Williams – Sonoma. Pottery Barn and West Elm.

Our Distribution Centers serve as vital connections between factories and our retail, online and mail-order customers around the world. The Supply Chain environment is dynamic and fast-paced, and the network is expanding rapidly. If you have a background in distribution, manufacturing, engineering, transportation, finance, human resources or home delivery – and are looking for a job with a strong opportunity for gaining new skills and for advancement – our Supply Chain Organization could be just the place for you.

Williams-Sonoma, Inc Supply Chain Overview

In 2021, recognized as a Great Place to Work®, an honor which reflects that we are truly a people-first organization. Our operation includes:

  • 3300 full-time associates across Supply Chain
  • 9 large Furniture Distribution Centers located in Los Angeles, Dallas, Atlanta, and Newark totaling 7.5 million square feet
  • 38 delivery hubs in cities larger than 750,000 in population
  • 3 small package ecommerce Distribution Centers located in Memphis, TN and Olive Branch, MS totaling 3 million sq ft, consisting of 1200 full-time associates and 5000 seasonal/temporary associates
  • 4 Sutter Street Upholstery Factories located in North Carolina, Mississippi, and California with over 1,400 FTE’s producing approximately $900 million to $1 Billion in sales of Upholstered furniture
  • Transportation Department for Ocean, Air, Trucking and Rail consisting of over 45 transportation professionals located in Memphis, TN
  • 700 associates in our Sourcing offices in 10 countries in Asia and Europe including China, Vietnam, Singapore, India, Italy, and Turkey


The Customer Service Manager will oversee the activities of the Customer Service team to hire and develop highly motivated, highly skilled care center associates to provide best in class service to our customers.


The Customer Service Operations Manager position is located in Braselton GA.


You’ll be excited about this opportunity because you will ensure call quality within the Customer Service team and deliver operational and financial controls in a cost-effective manner while ensuring that operational plans are aligned with business objectives. The successful candidate must be able to handle multiple tasks to help drive efficiencies, handle customer escalations and manager performance

  • Lead and develop associates to provide best in class service to customers
  • Provide strong leadership to mentor, develop, and guide team members to efficiently leverage the potential of every call/inquiry.
  • Accomplish objectives by establishing plans, managing efficiencies, and results measurements; allocating resources; reviewing progress; making mid-course corrections.
  • Develop strong relationships with internal and external business partners and customers through excellent communication and time management
  • Ensure adherence to service level agreements of quality, productivity, and accuracy and maintain and meet monthly targets and expectations.
  • Build and maintain effective hiring and retention plans; create a fun and inspiring work environment for all associates
  • Establish and maintain consistency throughout organization by communicating to customer service best practices to ensure internal controls and customer satisfaction.
  • Participate in cross-brand, cross-channel, cross-functional teams to facilitate customer opportunities/objectives
  • Assist in analyzing business performance and efficiencies to manage business profitability.


Check out some of the required qualifications we are looking for in amazing candidates….

  • Bachelor's degree OR 5+ years of relevant customer service / call center experience.
  • Excellent writing and communication skills required.
  • Proficient in Microsoft products, including Word, Excel, Windows, and PowerPoint. Avaya and Care Center Systems preferred
  • Ability to work at a fast pace effectively and accurately multi-task.
  • Be proactive, take initiative and meet deadlines.
  • Drive call center KPIs; including but not limited AHT, CPH, Transfer rates and abandon rates
  • Expert at resolving difficulty, sensitive and complex issues.
  • Competence in general computer skills and the use of common business software, including Microsoft Office and other programs.
  • Exceptional attention to detail and organizational skills.
  • Ability to meet set deadlines.
  • Strong customer service and communication (both oral and written) skills.
  • Convey a positive and professional image at all times.
  • Must have strong integrity and able to maintain a high level of confidentiality.

We prefer some of these qualities as well….

  • Preferred Bachelor's degree in Business or related field.
  • Exposure to furniture distribution and/or big box distribution is a plus.

Review these physical requirements, as they play a major part in this role…. 

  • Ability to communicate orally with customers, management and other co-workers. Regular use of the telephone and e-mail for communication is essential.
  • Ability to use common office equipment such as computers, printers, scanners and copiers.
  • Prolonged periods sitting at a desk or table.
  • Must be able to lift up to 15 pounds at times.

​​​Our company benefits are second to none in the industry….

  • Generous discount on all Williams-Sonoma, Inc. brand products
  • 401(k) plan and other investment opportunities
  • Paid vacations, holidays, Employee Assistance Programs, Time Off to Volunteer & Matching Gifts Community Service Program
  • Health benefits, dental and vision insurance, including same-sex domestic partner benefits, Legal and Identity Protection Plans and Pet Insurance
  • For more information on our benefits offerings, please visit MyWSIBenefits.com

EOE

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