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SUPPLY CHAIN
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 >> DC Lead - Customer Service
DC Lead - Customer Service
Summary
Title:DC Lead - Customer Service
ID:327658
Location:Columbus, OH
Description
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.

SHIFT: Monday - Friday, 8am - 4:30pm

JOB DESCRIPTION

PRIMARY FUNCTIONS:
  • Establish and promote hard work ethics through teamwork and collaboration with associates.
  • Utilize Williams Sonoma’s Mission, Vision, and Values to govern daily activities, including guidance to other associates and departments.
  • Solicit opinions of team members on departmental operations in an effort to maximize productivity and quality objectives.
  • Share business information with teammates through floor presence, suggest improvements to current techniques.
  • Promote safety awareness and cultivate the safety culture through the company. Maintain a clean and safe work environment by communicating safety topics and conducting safety audits.
  • Works cooperatively and harmoniously with supervisor, co-workers, and others.
  • Train and direct a team of associates to achieve departmental and division production goals in order to provide customers with the ultimate delivery experience.
  • Effectively Handle a high volume of emails
  • Pull, review and work reports from care center AMS system.
  • Follow up with insourced and outsourced HUBs on Tech reports and open DOT cases.
  • Work closely with Shop Techs on repair status
  • Track replacements when items are damaged beyond repair.
  • Assist with CSCRII queue during high call volume. Calls consist of communicating with retail partners on the placement of -HPO orders, delivery issues, tracking and scheduling delivery/returns/exchanges.
  • Responds to emails received into the Fast Response, Home Delivery, and CMH Hub inboxes.
  • Track productivity, research and resolve issues, provide feedback on productivity and quality related performance to teammates, peers and manager by using departmental resources.
  • Coordinate team assignments by balancing resources as the volume requires.

REQUIREMENTS & QUALIFICATIONS

MINIMUM QUALIFICATIONS:
  • High school diploma or equivalent and 1 year of experience in distribution, manufacturing or retail environment. In lieu of distribution, manufacturing or retail environment experience, 5 years of progressive work experience.
  • Previous Customer Service experience required
  • 1 year of leadership experience preferred.                                                                 
  • Experience with MS word, Excel, and Outlook required
  • Ability to multitask and be extremely detailed while performing all tasks and reports.
  • Strong written and verbal communication skills are a must.        
  • System knowledge of HubWM, PKMS, CCUI, SanFran3, AMS, and WCC/OMS is a plus                                                               

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.

 
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