Customer Service Representative Ii

7 days ago


Industry, United States Williams-Sonoma-Supply Chain Full time

About Williams Sonoma Supply Chain - 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. 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
- 15.1M 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, Arizona, and Tennessee totaling 3.9M square feet, consisting of over 1,000 full-time associates and 1,500 seasonal/temporary associates in Mississippi and Tennessee
- Manufacturing facilities located in North Carolina and Mississippi totaling 861k square feet with over 1,500 full-time employees producing approximately $900 million - $1 billion in sales of upholstered furniture3 Sutter Street Upholstery Factories located in North Carolina and Mississippi with over 1,400 FTE's 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 HUB Customer Service II - Outsource position is located in City of Industry, CA.

You'll be excited about this opportunity because you will....
- Perform all Salesforce functions in a high-volume environment for all WSI product brands; support multiple 3PL HUB Operations in different regions within WSI Supply Chain Operations
- Work closely with 3PL HUB management and other departments to identify and resolve shipping/delivery exceptions, address customer/store complaints, and answer questions regarding services and procedures
- Support Special Projects as assigned by Outsource Customer Service Manager including handling overflow coverage as needed to meet business needs; ability to handle large Salesforce volume daily while maintaining quality focus on each call
- Ability to research and support the Write-off Returns Authorization for 3PL HUBs as requested
- Other duties as assigned
- High School Diploma or Equivalent
- At least 2 years of customer care or call center experience
- At least 6 months experience in Salesforce/Dispatch Track
- Intermediate to Advanced Microsoft Office knowledge (Outlook, Excel, Word)
- Demonstrated service approach to all outbound/inbound calls and problem solving skills to research complex customer inquiries
- Demonstrated strong skills in detailed written/verbal communications/documentation with internal/external customers
- Demonstrated skills in planning and prioritizing assigned tasks; adhere to completing customer inquiries within established time frames

We prefer some of these qualities as well.
- At least 6 months experience with CCUI/WCC, Compass, and/or 3PL Open RA
- Bilingual in English/Spanish

Review these physical requirements, as they play a major part in this role.
- Sitting throughout 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

EOE

At this time, we are not accepting referrals from third party recruiting agencies for this position.



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