Customer Service Coordinator II
Full job description
About Williams-Sonoma DC - Olive Branch, MS
Since it was founded in 1956, Williams - Sonoma has grown from Chuck Williams' single store in Sonoma, CA into one of the largest retailers in the country, with some best known and most beloved brands in home furnishings, including Williams – Sonoma, Pottery Barn and West Elm.
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 could be just the place for you.
Williams-Sonoma, Inc Supply Chain Overview
By managing resources responsibly, caring for our people, and uniting around our values, we lead our industry and are proud to be recognized for our continuous action and progress in the following areas: Barron's 100 Most Sustainable Companies; Forbes Best Employers for Women and Diversity; Newsweek America's Most Responsible Companies; and USA Today Customer Service Champions. These honors reflect that we are truly a people-first organization.
Over 4,000 Full-Time Associates across the Supply Chain
14.5M square feet of small parcel, personalization, furniture, and manufacturing space in the domestic US, Williams-Sonoma has developed an agile and capable distribution network consisting of the following:
Large package / furniture distribution centers located in Southern California, Northern California, Texas, Georgia, and New Jersey totaling 9.2M square feet plus another 1.2M square feet of standalone final-mile furniture hubs.
Small package eCommerce distribution centers located in Mississippi and Arizona totaling 3.2M square feet, consisting of over 1,000 full-time associates and 1,500 seasonal/temporary associates in Mississippi
Sutter Street Manufacturing upholstery factories located in North Carolina and Mississippi totaling with over 1,400 full-time employees producing approximately $900 million to $1 billion in sales of upholstered furniture
Transportation Department for Ocean, Air, Trucking, and Rail consisting of over 30 transportation professionals located in Memphis, TN
700 associates in our Sourcing offices in 10 countries in Asia and Europe including China, Vietnam, Singapore, India, Italy, and Turkey
The Customer Service Coordinator II is responsible for ensuring the proper execution of daily dispatch needs of multiple customer orders, resolve all on-the-road customer service issues, assist customer service agents in resolving escalated issues, assist in special projects and apply one stop resolution for customers who bring forth issues via phone or internal communication databases.
The Customer Service Coordinator II position is located in Braselton, GA.
You'll be excited about this opportunity because you will....
Perform all dispatching functions in a high-volume environment for all WSI product brands; supports multiple HUB Operations in different regions within the WSI Supply Chain Organization
Research delayed orders utilizing AS400 systems, PKMS and other intranet based WSI systems.
Resolve issues involving; damaged furniture, delayed deliveries, timeframe requests, in-transit, or lost product
Handle dedicated email lines within 24-48 hours of receiving the escalation
Provide support on special projects as assigned by the Customer Service Manager; including, handling overflow call volume as needed to meet business needs
Handle all inbound call volume that come through the inbound dispatch/CSC II line
Enter all customer service issues on daily tracker; providing analysis and follow up details to then Customer Service Manager
Meet or exceed HUB scorecard metrics as established by the CS Manager. Metrics include ACW, service, cost, quality and one call resolution
Provide, friendly, supportive, and constructive assistance to all HUB customer service agents
Issue replacements return authorizations and credits as needed
Check out some of the required qualifications we are looking for in amazing candidates….
High School Diploma or Equivalent
At least 6 months – 1 year call center experience
At least 1 - 2 years of customer service experience
Comfortable speaking with customers via phone
Demonstrate problem solving skills in planning and prioritizing assigned tasks; adhere to completing customer inquiries within established time frames.
Experience with in-home furniture delivery
Great multitasking skills
Strong computer skills
Intermediate to Advance Microsoft Office Knowledge (Microsoft Excel, Word, and Outlook)
Knowledge of basic math (addition and subtraction)
Excellent communication skills (verbal and written)
Available to work overtime and flexible schedules
Ability to work with minimal supervision
Basic understanding of furniture terminology
Review these physical requirements, as they play a major part in this role….
Must be able to walk, stand, bend, and lift
Comfortable sitting 90% of the day
Able to use computer for an extended period of time
Our company benefits are second to none in the industry….
Generous discount on all Williams-Sonoma, Inc. brand products
401(k) plan and other investment opportunities
Paid vacations, Employee Assistance Programs, Time Off to Volunteer, Matching Gifts Community Service Program, and Holidays (in some locations)
Health benefits, dental and vision insurance, including same-sex domestic partner benefits, Legal and Identity Protection Plans and Pet Insurance
For more information on our benefits offerings, please visit MyWSIBenefits.com
To learn more about our Supply Chain culture and regional associate events, please visit: https://shorturl.at/R3OAX (Login credentials may be required)
EOE