Customer Service Representative 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, operations, customer service, procurement, safety, analytics, inventory, risk management, maintenance, personalization, loss prevention, 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. 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 Representative 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 Representative II position is located in Arlington, TX . 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 Manhattan warehouse management system and 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/customer service phone 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 customer service management. Metrics include after call work, 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. This is an onsite and in office role. 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. We prefer some of these qualities as well: Warehouse experience and/or knowledge of warehouse processes, specifically in a Final Mile operation. Demonstrated customer service experience in the furniture or home furnishings environment, supporting customers through product selection, order management, delivery coordination, and issue resolution. Bilingual is a plus – English/Spanish. 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: (Login credentials may be required). EOE #J-18808-Ljbffr