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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 Lead
Customer Service Lead
Title:Customer Service Lead
Location:Richmond, CA
Williams-Sonoma, Inc. - Company Overview
Since it was founded in 1956, Williams-Sonoma has grown from Chuck Williams’ single store in Sonoma, California, into one of the largest retailers in the country, with some of the best known and most beloved brands in home furnishings, including Williams Sonoma, Pottery Barn, and west elm. That growth continues today. Our Global Supply Chain organization is the backbone of our company and key to its success.
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 is just the place for you.

We employ thousands in our regional distribution operations and in our over 600 retail stores, customer care centers and corporate headquarters. That’s why we work hard to support the community, including the institutions that are important to our employees, such as St. Jude Childrens’ Research Hospital which we proudly support in its mission to treat and defeat childhood cancer and other life-threatening diseases.

Customer Service Lead

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



  • 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


  • 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.

This opening is closed and is no longer accepting applications
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