About Williams Sonoma - Braselton, GA

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 2024, Williams-Sonoma was recognized as a Great Place to Work ® and Forbes Best Employers for Women and Diversity, honors which reflect that we are truly a people-first organization. Our operation includes:

• Over 4,000 Full-Time Associates across the Supply Chain
• 15.1M square feet of small parcel, personalization, furniture, and manufacturing space in the domestic US, Williams-Sonoma has developed an agile and capable distribution network consisting of the following: 
  • Large package / furniture distribution centers located in Southern California, Northern California, Texas, Georgia, and New Jersey totaling 9.2M square feet plus another 1.2M square feet of standalone final-mile furniture hubs.
• Small package eCommerce distribution centers located in Mississippi, Arizona, and Tennessee totaling 3.9M square feet, consisting of over 1,000 full-time associates and 1,500 seasonal/temporary associates in Mississippi and Tennessee
  • Manufacturing facilities located in North Carolina and Mississippi totaling 861k square feet with over 1,500 full-time employees producing approximately $900 million - $1 billion in sales of upholstered furniture3 Sutter Street Upholstery Factories located in North Carolina and Mississippi 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 30 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 CSC II is responsible for ensuring the proper execution of daily dispatch needs of multiple customer orders, resolve all on-the-road customer service issues, assist customer service agents in resolving escalated issues, assist in special projects and apply one stop resolution for customers who bring forth issues via phone or internal communication databases.

The Customer Service Coordinator II position is located in Braselton, GA.

You’ll be excited about this opportunity because you will.... 

• Perform all dispatching functions in a high-volume environment for all WSI product brands; supports multiple HUB Operations in different regions within the WSI Supply Chain Organization.
• Research delayed orders utilizing AS400 systems, PKMS and other intranet based WSI systems.
• Resolve issues involving; damaged furniture, delayed deliveries, time frame requests, in-transit, or lost product.
• Handle dedicated email lines within 24-48 hours of receiving the escalation.
• Provide support on special projects as assigned by the Customer Service Manager; including, handling overflow call volume as needed to meet business needs.
• Handle all inbound call volume that come through the inbound dispatch/CSC II line.
• Enter all customer service issues on daily tracker; providing analysis and follow up details to then Customer Service Manager.
• Meet or exceed HUB scorecard metrics as established by the CS Manager. Metrics include ACW, service, cost, quality and one call resolution.
• Provide, friendly, supportive, and constructive assistance to all HUB customer service agents.
• Issue replacements return authorizations and credits as needed.

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

• High School Diploma or Equivalent 
• At least 1 - 2 years of customer service experience
• At least 6 months experience in call center environment
• Comfortable speaking with customers via phone
• Demonstrate problem solving skills in planning and prioritizing assigned tasks; adhere to completing customer inquiries within established time frames.
• Familiar with WSI products and services
• Experience with in-home furniture delivery
• Great multitasking skills
• Comfortable sitting 90% of the day
• Strong computer skills
• Intermediate to Advance Microsoft Office Knowledge (Microsoft Excel, Word, and Outlook)
• Knowledge of basic math (addition and subtraction)
• Excellent communication skills (verbal and written)
• Available to work overtime and flexible schedules.
• Ability to work with minimal supervision.
• Basic understanding of furniture terminology

We prefer some of these qualities as well…. 

• Bilingual

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

• Must be able to walk, stand, bend, and lift throughout the day.
• Able to use computer for an extended period of time.

​​​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, Employee Assistance Programs, Time Off to Volunteer, Matching Gifts Community Service Program, and Holidays (in some locations)
• 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