Customer Service II

About Williams-Sonoma DC - Arlington, TX

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

In 2024, Williams-Sonoma was recognized as a Great Place to Work ® and Forbes Best Employers for Women and Diversity, honors which reflect that we are truly a people-first organization. Our operation includes:

• 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 II position is located in Arlington, TX.

You'll be excited about this opportunity because you will....

• 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

Check out some of the required qualifications we are looking for in amazing candidates….

• High School Diploma or Equivalent
• At least 6 months of experience 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

Review these physical requirements, as they play a major part in this role….

• Must be able to walk, stand, bend, and lift throughout the day
• Able to use computer for an extended period of time
• Comfortable sitting 90% of the day

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