The Customer Service Manager is responsible for leading and developing their own team of Williams-Sonoma Associates with a focus on motivating, mentoring, and coaching. This individual is accountable for engaging their team during a shift to maintain the highest levels of safety, quality, attendance, and performance. The Customer Service Manager will manage the third-party relationship with the delivery provider and all performance metrics of the operation and will be responsible for staffing, purchasing, auditing, and cost/general ledger accountability and productivity of the call center. The person in this role will need to be able to show strong leadership, the ability to address budgetary objectives and the desire to equip their team with the tools needed for success. The Operations Manager will ensure that daily departmental goals are met using a People First philosophy to achieve established objectives in Safety, Service, Quality, and Cost.

ESSENTIAL FUNCTIONS:

• Lead, guide and direct hourly associates to meet or exceed operational goals, as well as monitoring performance, providing coaching, counseling, and development; and use Key Performance Indicators to make ongoing improvements and enhancements
• Accountable for maintaining integrity for on-time shipments, people utilization, damages; provide periodic reports to multiple tiers within the organization, ensuring accurate communication
• Communicating policies to associates and act as the primary information source for the team, maintaining compliance and consistency and taking corrective action when needed
• Directing and ensuring top service for internal/external customers
• Developing performance goals and objectives to ensure accuracy, quality and customer expectations are met
• Maintain health and safety standards within the customer service area and promote a positive health and safety culture onsite
• Direct and oversee job assignments and plan daily, weekly, monthly, and peak season labor schedules
• Achieving financial plans and budget objectives
• Drive continuous improvement and customer service
• Keep work area safe, organized and clean according to general office practices and OSHA requirements daily
• Utilize Williams-Sonoma’s Mission, Vision, and Values to govern daily activities while maintaining required accuracy percentages, metrics, and quality standards

• Other duties as deemed necessary

MINIMUM QUALIFICATIONS:

• A Bachelor's degree or 3-5 years of relevant customer service management/leadership experience
• Strong ability to communicate effectively (written or verbal), with excellent interpersonal and customer relations skills
• Must be highly organized and process-oriented
• Ability to complete multiple tasks consistently and on time
• Customer Service/Warehouse Management Information System experience
• Ability to adapt and change processes to keep pace with the evolving business requirements
• Strong technical skills including but not limited to Microsoft Access, Excel, Word, PowerPoint

PREFERRED QUALIFICATIONS:

• Bachelors's or Master’s degree in Business, Operations, Logistics, Supply Chain, or related field is strongly preferred
• 6+ years of management experience in customer service, production, or distribution environment
• Exposure to furniture distribution and/or big box distribution is a plus
• Solid understanding of Safety and OSHA standards
• Exceptional organizational and time management skills to successfully respond to urgent situations.
• Six Sigma/lean experience preferably in a distribution/warehouse environment
• Bilingual in Spanish is a plus