Customer Service Coordinator II
Summary
| Title: | Customer Service Coordinator II |
|---|---|
| ID: | 3096 |
| Date Posted: | May 29, 2018 |
| Date to Apply By: | N/A |
| Reports To or Hiring Manager: | Shay Northup |
| Department: | 486255 |
| Shift: | (1) Monday-Friday 9a to 5:30p (1)Tues-Friday 9a-6:30p; Sat 9a-1p |
| Grade Level: | 7 |
| Employment Type: | Full Time Non-Exempt |
| Location: | Columbus, OH |
| Proposed Salary Range: | N/A |
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.
Position Summary:
The Home Delivery Customer Service Specialist will provide daily operations to support the outsourced district manager at the Delivery HUB. The Home Delivery Customer Service Specialist is responsible for assuring the proper execution of daily scheduling needs of multiple customer orders, assist in special projects, apply one call resolution for customer escalated matters and support dedicated customer email boxes. In addition, this role will support escalations for delivery and product misses in the home.
Job Responsibilities:
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.
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.
Position Summary:
The Home Delivery Customer Service Specialist will provide daily operations to support the outsourced district manager at the Delivery HUB. The Home Delivery Customer Service Specialist is responsible for assuring the proper execution of daily scheduling needs of multiple customer orders, assist in special projects, apply one call resolution for customer escalated matters and support dedicated customer email boxes. In addition, this role will support escalations for delivery and product misses in the home.
Job Responsibilities:
- Perform all scheduling functions in a high-volume environment for all WSI product brands; supports multiple HUB Operations in different regions within WSI Supply Chain Operations.
- Confirming customer delivery windows utilizing HubM and PKMS systems as well as updating customer contact information.
- Handle dedicated email lines within 24-48 hrs. of escalation; Research customer inquiries; provide resolution within established time frames. Further research may be required for complex inquiries. Dedicated email boxes may include rapid response line. Select request line and dispute customer email boxes.
- Support Special Projects as assigned by Customer Service Manager including handling overflow coverage as needed to meet business needs. Ability to handle large call volume daily while maintaining quality focus on each call.
- Meet or exceed HUB Scorecard metrics as established by CS Manager. Metrics include ACW, service, cost, quality and one call resolution for dedicated email boxes.
- Utilize Williams-Sonoma's Mission, Vision, and Values to govern daily activities, including guidance to other associates and departments.
- Any other Hub Duties or projects as assigned.
- Detail oriented with the ability to multitask and problem solve in order to effectively support internal and external customers.
- Strong telephone etiquette and written/verbal communication skills
- Must possess a positive and upbeat demeanor with a desire to deliver outstanding customer service
- Must be able to communicate to customers each day while maintaining composure under varying workloads and pressure
- Computer literate with working knowledge of MS Excel and Outlook
- Availability to work a full-time schedule including nights, weekends, and holidays when needed
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
