Title: | Customer Service Coordinator |
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ID: | D0794, D0795 |
Date Posted: | Oct 26, 2020 |
Date to Apply By: | N/A |
Reports To or Hiring Manager: | Operations Manager |
Department: | 486308 |
Shift: | 1st Shift |
Grade Level: | 7 |
Employment Type: | Full Time Non-Exempt |
Location: | Arlington, TX |
Proposed Salary Range: | N/A |
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:
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Full Health Benefits
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Growth/Promotional Opportunities
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401K
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Casual Dress Environment
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40% discount on most merchandise
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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:
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Serve as first line of support for escalated inbound and outbound calls
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Ensuring the proper execution of daily scheduling needs of multiple customer orders
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Apply one call resolution for customer escalated matters and support dedicated customer email boxes
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Perform all scheduling functions in a high-volume environment for all WSI product brands
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Supports multiple HUB Operations in different regions within the Supply Chain Operations
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Confirming customer delivery windows utilizing HubWm and PKMS systems as well as updating customer contact information
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Handle dedicated email lines within 24-48 hours of escalation
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Research customer inquiries and provide resolution within established timeframes
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Support and assist with Special Projects as assigned, including handle overflow coverage as needed
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Handle large call volume daily while maintaining quality focus on each call
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Meet or exceed HUB Scorecard metrics as established by CS Manager and department KPIs
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Keep work area safe, organized and clean according to general office practices and OSHA requirements daily
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Utilize Williams-Sonoma’s Mission, Vision, and Values to govern daily activities while maintaining required accuracy percentages, metrics, and quality standards
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Other duties as deemed necessary
MINIMUM QUALIFICATIONS:
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High School diploma or equivalent
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Excellent attendance and willingness to be part of a team – performing whatever duties are necessary
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6 months of prior customer service or call center experience
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6 months combined work experience and demonstrated knowledge of all systems (i.e. HubWm, SanFran, PKMS, CCUI, etc.), or other equivalent systems
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MS Office Proficient: Outlook & Word – Basic to Intermediate; Excel – Intermediate to Advanced Skills required
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Ability to multitask using multiple systems to achieve one-in customer call resolution
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Acquired/Demonstrated WSI product knowledge for all Brands
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Strong written and verbal communication skills necessary
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Positive attitude, strong work ethic, ability to work under pressure, and be a fast learner
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Flexible to work overtime as required
PREFERRED QUALIFICATIONS:
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2+ years call center/care center experience preferred