Customer Service Coordinator II

Williams Sonoma; Monroe (NJ); On-site; USD 40,000 - 55,000; Full time

Job summary

Williams Sonoma is seeking a Customer Service Coordinator II for their South Brunswick Distribution Center. In this fast-paced role, you'll handle scheduling, provide exceptional customer service, and support various HUB Operations. Candidates should possess strong communication skills, attention to detail, and experience in a call center environment.

Benefits

Generous employee discounts on company products

401(k) plan and investment opportunities

Health benefits including dental and vision

Paid vacation and employee assistance programs

Qualifications

• 1 year of call center experience preferred.
• Proficient in MS Office: Outlook, Word, and Excel.
• Strong written and verbal communication skills.

Responsibilities

• Perform scheduling functions for multiple HUB operations.
• Provide customer service and handle inquiries efficiently.
• Meet established HUB Scorehead metrics.

Skills

Customer Service

Communication

Multitasking

Attention to Detail

Education

High School Diploma or GED

Tools

MS Office

HubWM

PKMS

Job description

About Williams-Sonoma DC - South Brunswick, NJ

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

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 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 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 Coordinator IIposition is located in South Brunswick, NJ

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

• 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 withing 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 quality focus on each call.
• Meet and exceed HUB Scorehead 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

We prefer some of these qualities as well….

• High School Diploma or GED
• 6 months – 1year 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 deescalate customer frustrations.
• Ability to communicate with customers, coworkers, and management in a professional and courteous manner.

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
• Must be able to use computer for an extended period of time

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
• To learn more about our Supply Chain culture and regional associate events, please visit: https://shorturl.at/R3OAX (Login credentials may be required)

EOE