Williams-Sonoma, Inc.
Customer Service Representative II
Williams-Sonoma, Inc., California, Missouri, United States, 65018
Customer Service Representative II
Join to apply for the
Customer Service Representative II
role at
Williams‑Sonoma, Inc.
4 days ago Be among the first 25 applicants
About Williams‑Sonoma DC – City Of Industry, CA 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.
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.
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:
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, resolving all on‑the‑road customer service issues, assisting customer service agents in resolving escalated issues, assisting in special projects and applying one‑stop resolution for customers who bring forth issues via phone or internal communication databases. The position is located in City of Industry, CA.
Responsibilities
Perform all dispatching functions in a high‑volume environment for all WSI product brands; support 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 comes through the inbound dispatch/customer service phone line
Enter all customer service issues on daily tracker; provide 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
Required Qualifications
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 Advanced 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 Qualifications
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
Physical Requirements
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
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
For more information on our benefits offerings, please visit https://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)
EEO Statement EOE
#J-18808-Ljbffr
Customer Service Representative II
role at
Williams‑Sonoma, Inc.
4 days ago Be among the first 25 applicants
About Williams‑Sonoma DC – City Of Industry, CA 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.
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.
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:
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, resolving all on‑the‑road customer service issues, assisting customer service agents in resolving escalated issues, assisting in special projects and applying one‑stop resolution for customers who bring forth issues via phone or internal communication databases. The position is located in City of Industry, CA.
Responsibilities
Perform all dispatching functions in a high‑volume environment for all WSI product brands; support 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 comes through the inbound dispatch/customer service phone line
Enter all customer service issues on daily tracker; provide 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
Required Qualifications
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 Advanced 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 Qualifications
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
Physical Requirements
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
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
For more information on our benefits offerings, please visit https://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)
EEO Statement EOE
#J-18808-Ljbffr