Williams-Sonoma, Inc.
Arlington, TX Distribution Center

Customer Service Coordinator II Positions Available! Direct Hire!

1st Shift

***Ideal candidates for the position will have stable work history and experience working in Microsoft Office***

Our full-time associates enjoy the following benefits:

• Full Health Benefits

• Growth/Promotional Opportunities

• 401K

• Casual Dress Environment

• 40% discount on most merchandise

• Complimentary Onsite Fitness Center

• Fun contests / reward and recognition programs

POSITION SUMMARY:

The Home Delivery Customer Service Coordinator II will provide daily operations to support the Operations Manager and team at the Home Delivery HUB.

PRIMARY FUNCTIONS:

• Serve as first line of support for escalated inbound and outbound calls

• Ensuring the proper execution of daily scheduling needs of multiple customer orders

• Apply one call resolution for customer escalated matters and support dedicated customer email boxes

• Perform all scheduling functions in a high-volume environment for all WSI product brands

• Supports multiple HUB Operations in different regions within the Supply Chain Operations

• Confirming customer delivery windows utilizing HubWm and PKMS systems as well as updating customer contact information

• Handle dedicated email lines within 24-48 hours of escalation

• Research customer inquiries and provide resolution within established timeframes

• Support and assist with Special Projects as assigned, including handle overflow coverage as needed

• Handle large call volume daily while maintaining quality focus on each call

• Meet or exceed HUB Scorecard metrics as established by CS Manager and department KPIs

• 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:

1. High School diploma or equivalent

2. Excellent attendance and willingness to be part of a team – performing whatever duties are necessary

3. 6 months of prior customer service or call center experience

4. 6 months combined work experience and demonstrated knowledge of all systems (i.e. HubWm, SanFran, PKMS, CCUI, etc.), or other equivalent systems

5. MS Office Proficient: Outlook & Word – Basic to Intermediate; Excel – Intermediate to Advanced Skills required

6. Ability to multitask using multiple systems to achieve one-in customer call resolution

7. Acquired/Demonstrated WSI product knowledge for all Brands

8. Strong written and verbal communication skills necessary

9. Positive attitude, strong work ethic, ability to work under pressure, and be a fast learner

10. Flexible to work overtime as required

     

PREFERRED QUALIFICATIONS:

• 2+ years call center/care center experience preferred