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SUPPLY CHAIN TEAM
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 Coordinator II
Customer Service Coordinator II
Summary
Title:Customer Service Coordinator II
ID:328651648
Date Posted:Mar 13, 2023
Date to Apply By:N/A
Reports To or Hiring Manager:Eric Guiliano
Department:4173
Shift:1st
Grade Level:7
Employment Type:Full Time Non-Exempt
Location:Braselton, GA
Proposed Salary Range:N/A
Description

About Williams Sonoma Distribution Center - 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 2021, recognized as a Great Place to Work®, an honor which reflects that we are truly a people-first organization. Our operation includes:

  • 3300 full-time associates across Supply Chain
  • 9 large Furniture Distribution Centers located in Los Angeles, Dallas, Atlanta, and Newark totaling 7.5 million square feet.
  • 38 delivery hubs in cities larger than 750,000 in population
  • 3 small package ecommerce Distribution Centers located in Memphis, TN and Olive Branch, MS totaling 3 million sq ft, consisting of 1200 full-time associates and 5000 seasonal/temporary associates.
  • 4 Sutter Street Upholstery Factories located in North Carolina, Mississippi, and California 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 45 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 Home Delivery Customer Service Specialist will provide daily operations support to the In-source Operations Manager at the North Georgia Furniture Delivery Hub. 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. Work hours Monday-Thursday 10:30am-7pm & Friday 9:30am-6pm


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, timeframe 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 NGA 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 GED
  • 1 - 2 years of customer service experience
  • 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
  • 6 months - 1-year call center experience

 

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, holidays, Employee Assistance Programs, Time Off to Volunteer & Matching Gifts Community Service Program
  • 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

This opening is closed and is no longer accepting applications
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