Outsource Customer Representative Ii

About Williams Sonoma - Braselton, GA

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 2023, Williams-Sonoma was recognized as a Great Place to Work and Forbes Best Employers for 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 Outsource Customer Representative II position is located in Braselton, GA.

You'll be excited about this opportunity because you will.... 

• Perform all Salesforce functions in a high-volume environment for all WSI product brands; supports multiple 3PL HUB Operations in different regions within WSI Supply Chain Operations.
• Handle dedicated email lines within 24-48 hrs of escalation; Research customer inquiries; provide resolution within established time frames. Further research may be required for complex inquiries. Dedicated email boxes may include Rapid response line; Select Request line and Dispute Customer email boxes.
• 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 handle overflow coverage as needed to meet business needs. Ability to handle large salesforce volume daily while maintaining quality focus on each call.
• Meet or exceed 3PL HUB Scorecard metrics as established by Outsource CS Manager. Metrics include meeting SLA, service, cost, quality and one call resolution for dedicated email boxes.
• Ability to research and support the Write-off Open Returns Authorization for 3PL Hubs as requested.
• Utilize Williams-Sonoma's Mission, Vision, and Values to govern daily activities, including guidance to other associates and departments.

Check out some of the required qualifications we are looking for in amazing candidates....

• High School Diploma or Equivalent 
• At least 6 months of experience in CCUI/WCC, Salesforce/Dispatch Track, 3PL Open RA, Compass experience
• Ability to multitask using multiple systems to achieve one-in customer call resolution.
• Demonstrated service approach to all outbound/inbound calls related; extremely detailed on all written and verbal communications/documentation both with internal and external customers.
• Intermediate to Advanced Microsoft Office Knowledge -Outlook, Excel, Word.
• Demonstrated skills in planning and prioritizing assigned tasks; adhere to completing customer inquiries within established time frames.
• Demonstrate a positive, results oriented attitude, strong work ethic, ability to work under pressure, and be a fast learner.
• Demonstrate problem solving skills including ability to research complex customer inquiries.
• Meet or exceed KPI's for department by mid-year or year-end performance period.
• Criteria to become 3PL Customer Service Coordinator
• Achieve a minimum target rating and consistently adhere to the attendance guidelines.
• Consistently meet or exceed productivity and quality metrics as stated in 3PL HUB Scorecard related to meeting SLA, service, cost, quality and one in done customer resolution

We prefer some of these qualities as well.... 

• Bilingual English/Spanish preferred.
• 2+ years customer care or call center experience preferred.

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

• Able to utilize a phone and/or headset for a workday
• Typing and using a keyboard 
• Able to lift 20-30lbs with or without accommodation

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

EOE