Customer Service Coordinator II

• Perform all scheduling functions in a high-volume environment for all WSI product brands; supports multiple HUB Operations in different regions within WSI Supply Chain Operations.
• Provide customer service utilizing CCUI/OMS, HubWm, PKMS, and AMS Systems.
• Handle Immediate Response (IRT)orders along with dedicated email lines within 24-48 hrs. escalations.
• Research customers inquires; provide resolution within establish time frames. Further research may be required for complex inquiries. Dedicated email boxes implemented for CSCII team.
• Support Special Projects as assigned by Customer Service Manager, including the CSCII assistance line and overflow coverage as needed to meet business needs.
• Ability to handle large call volume daily while maintaining a quality focus on each call.
• Meet and exceed HUB Score head metrics as established by CS Manager. Metrics Include IRT service, cost, quality and one call resolution for dedicated email boxes.
• Rational Safety and Health Administration) requirements daily.
• Utilize Williams-Sonoma's Mission, Vision, and Values to govern daily activities while maintaining required accuracy percentages, productivity (if required), and quality standards.
• Other duties as deemed necessary.

• High School Diploma or GED.
• 6 months - 1 year call center experience.
• MS Office Proficient: Outlook & Word - Basic to Intermediate; Excel - Intermediate to Advanced Skills required.
• Strong written and verbal communication skills.
• Positive attitude, strong work ethic, ability to work under pressure, and be a fast learner.
• Ability to multitask and be extremely detailed while performing all tasks and reports.
• System knowledge preferred for the following: HubWM, PKMS, CCUI, SanFran3, AMS, and WCC/OMS; (or equivalent WMS) knowledge.
• Strong customer service skills: ability to de-escalate customer frustrations.
• Ability to communicate with customers, coworkers, and management in a professional and courteous manner.

• Able to utilize a phone and/or headset for a workday.
• Typing and using a keyboard.
• Must be able to use a computer for an extended period of time.

• 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.

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.