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SUPPLY CHAIN
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
Customer Service Coordinator
Summary
Title:Customer Service Coordinator
ID:D0794, D0795
Location:Arlington, TX
Description

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

 

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