Arlington, TX Distribution Center
Full-Time Customer Service Coordinator II
**Tuesday – Saturday; 8:00am – 4:30pm**

POSITION SUMMARY: The Home Delivery Customer Service Coordinator II will provide daily operations to support the In-source Operations Manager at the Home Delivery HUB. The Home Delivery Customer Service Coordinator II is responsible for ensuring the proper execution of daily scheduling needs of multiple customer orders, assist in special projects, apply one call resolution for customer escalated matters and support dedicated customer email boxes.

Our full-time associates enjoy the following benefits:

• Medical, Dental, & Vision Insurance
• Flexible Spending Accounts
• 401K
• Short-Term and Long-Term Disability
• 40% Discount on most merchandise!
• Fun contests / reward and recognition programs
• Growth / Promotional Opportunities
• Casual Dress Environment
• Starting Salary between $14.00 - $15.50

PRIMARY FUNCTIONS:

• Perform all scheduling functions in a high-volume environment for all WSI product brands
• Supports multiple HUB Operations in different regions within the Supply Chain Operations.
• Confirming customer delivery windows utilizing HubWm and PKMS systems as well as updating customer contact information.
• Handle dedicated email lines within 24-48 hours of escalation; Research customer inquiries; provide resolution within established timeframes. Further research may be required for complex inquiries. Dedicated email boxes may include Rapid response line; Select Request line and Dispute Customer email boxes.
• Support Special Projects as assigned by Customer Service Manage including handle 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 include ACW, service, cost, quality and one call resolution for dedicated email boxes.
• Utilize WSI's Mission, Vision, and Values to govern daily activities, including guidance to other associates and departments.

MINIMUM QUALIFICATIONS:

• Ability to multitask using multiple systems to achieve one-in customer call resolution.
• Demonstrated service approach to all outbound/inbound calls related; extremely detailed on all written and verbal communications/documentation both with internal and external customers.
• 6 months HubWm & PKMS experience
• 6 months SANFRAN experience
• Intermediate to Advanced Microsoft Office knowledge - Outlook, Excel, Word
• Demonstrated skills in planning and prioritizing assigned tasks; adhere to completing customer inquiries within established timeframes.
• 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 inquires
• Demonstrated excellent attendance and willingness to be part of a team - performing whatever duties are necessary.
• 2+ years call center/care center experience required
• Demonstrated knowledge for WSI brands.

PREFERRED QUALIFICATIONS:

• Bilingual – English/Spanish

Williams-Sonoma, Inc. Company Overview:
Williams-Sonoma, Inc. is a multi-channel specialty retailer of high quality products for the home. In 1956, our founder, Chuck Williams, turned a passion for cooking and eating with friends into a small business with a big idea. He opened a store in Sonoma, California, to sell the French cookware that intrigued him while visiting Europe but that could not be found in America. Chuck's business, which set a standard for customer service, took off and helped fuel a revolution in American cooking and entertaining that continues today. In the decades that followed, the quality of our products, our ability to identify new opportunities in the market and our people-first approach to business have facilitated our expansion beyond the kitchen into nearly every area of the home. Additionally, by embracing new technologies and customer-engagement strategies as they emerge, we are able to continually refine our best-in-class approach to multi-channel retailing. Today, Williams-Sonoma, Inc. is one of the United States' largest e-commerce retailers with some of the best known and most beloved brands in home furnishings. We currently operate retail stores in the United States, Canada Puerto Rico, Australia, and the United Kingdom, and franchise our brands to third parties in a number of countries in the Middle East. Our products are also available to customers through our catalogs and online worldwide.
 

Williams-Sonoma, Inc. promotes a drug-free work environment and is an Equal Opportunity Employer.
This position is not eligible for visa sponsorship.