Position Summary:

• With direct supervision, supports Operations Manager with leading, guiding and directing a group of associates while ensuring that daily departmental goals are met through the WS Objectives in Safety, Service, Quality and Cost in the Customer Service Department.
• The Lead will be responsible for all aspects of customer service
• This is a leadership position that requires maturity, judgment, aptitude and a positive attitude a well as good communication skills and an excellent attendance record

Primary Functions:

• Instruct, coordinate, and oversee a team of associates engaged in customer service and scheduling activities, communicating departmental and division goals and tracking progress daily in order to provide customers with the ultimate delivery experience
• Communicate in a professional and timely manner during start-up meetings and when briefing team. Always maintain professional email etiquette
• Work closely with hub management and other departments to identify and resolve shipping/delivery exceptions, address customer complaints and answer questions regarding services and procedures
• Establish and promote hard work ethics through teamwork and collaboration with associates
• Lead by example through demonstrating integrity and acting in responsible and accountable manner
• Identify improper or potentially dangerous behavior and unsafe conditions. Provide timely feedback on performance related matters
• Adhere to safety policies and work with safety team and manager to ensure safety is our most important metric. Always maintaining a safety oriented work culture
• Develop, train, and audit processes to ensure efficiency, consistency, and the highest level of service
• Solicit opinions of team members on effectiveness of department operations to maximize productivity and achieve service levels. Work with Operations Manager on any resource constraints and how to adjust
• Prepare, maintain, and distribute operations reports, verifying content and accuracy
• Contribute to and complete other projects as assigned

Qualifications:

• Detail oriented with outstanding customer service skills
• Computer literate with strong knowledge of Microsoft Office Suite (Outlook, Excel, Access) and WMS (PkMS & HubWM)
• Ability to multi-task in a fast-paced environment and be extremely detailed while performing all tasks
• Strong interpersonal, communication (written and verbal), organization and follow-through skills
• Have a strong sense of urgency and time management to meet established deadlines
• Willing and available to work a full-time schedule including nights, weekends, and holidays
• Excellent attendance and willingness to be part of a team-performing whatever duties are necessary
• Ability to work effectively and cooperatively as a team with other associates and supervisors
• Prior experience in customer service and home delivery preferred

PREFERRED QUALIFICATIONS:

• College or certificate in customer service or related field
• 4 years of supervisory experience in a call center environment
• 2 years’ experience working knowledge of MS Access

Williams-Sonoma, Inc. promotes a drug-free work environment and is an Equal Opportunity Employer.

At this time, we are not accepting referrals from third party recruiting agencies for this position.

This position is not eligible for visa sponsorship.