Job description

Williams-Sonoma, Inc.
The Colony, TX - Call Center

Available Shifts:
1st Shift Tuesday-Saturday; 9:00am-5:30pm
2nd Shift Tuesday-Friday; 12pm-8:30pm & 1 Saturday 10am-6:30pm
2nd Shift Sun; 10am-6:30pm Mon-Thurs; 12pm-8:30pm
Pay Rate: $18.25 per hour

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:

• High School diploma or equivalent
• Excellent attendance and willingness to be part of a team – performing whatever duties are necessary
• 6 months of prior customer service or call center experience
• 6 months combined work experience and demonstrated knowledge of all systems (i.e. HubWm, SanFran, PKMS, CCUI, etc.), or other equivalent systems
• MS Office Proficient: Outlook & Word – Basic to Intermediate; Excel – Intermediate to Advanced Skills required
• Ability to multitask using multiple systems to achieve one-in customer call resolution
• Acquired/Demonstrated WSI product knowledge for all Brands
• Strong written and verbal communication skills necessary
• Positive attitude, strong work ethic, ability to work under pressure, and be a fast learner
• Flexible to work overtime as required

PREFERRED QUALIFICATIONS:

• 2+ years call center/care center experience preferred

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.

Williams-Sonoma, Inc. promotes a drug-free work environment and is an Equal Opportunity Employer.
This position is not eligible for visa sponsorship.

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