Williams-Sonoma, Inc. Supply Chain · 1 day ago
Customer Service Representative II
Dallas, TX
Full-time
Onsite
Entry Level
1+ years expWilliams-Sonoma, Inc. is a leading retailer in home furnishings, and they are seeking a Customer Service Representative II to manage the daily dispatch needs of customer orders and resolve service issues. The role involves supporting customer service agents, handling inbound calls, and ensuring customer satisfaction through effective problem resolution.
Transportation/Trucking/Railroad
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
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
Company
Williams-Sonoma, Inc. Supply Chain
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.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase