Customer Service Lead
Williams-Sonoma
- Arlington, TX
- Permanent
- Full-time
- 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
- Lead continuous improvement and provide exceptional customer service to the stores and customers
- Handle all escalations and provide follow up, handle weekly incident reports, and customer surveys
- Train, direct, and lead a team of associates to achieve operational goals
- Work cooperatively with internal and external business partners and customers in accordance with the Company’s mission, vision, and values
- Help maintain a clean and safe work environment by communicating safety topics, conducting audits, and promoting awareness in all tasks
- Track productivity, coordinate team assignments and prioritize and control the workflow on the floor to ensure that deadlines are met
- Assist in leading daily start-up meetings, help communicate daily/weekly/goals, and share successes, opportunities for improvement and best practices with the team
- Share business information with teammates through floor presence, suggest improvements to current techniques
- Works cooperatively and harmoniously with supervisor, co-workers, and others
- Establish and promote hard work ethics through teamwork and collaboration with associates
- Research and resolve issues, provide feedback on productivity and quality related performance to teammates, peers, and manager by using departmental resources
- Assist Manager with planning and implementation or departmental standards and goals
- Keep work area safe, organized and clean according to general office practices and OSHA requirements daily
- Utilize Williams-Sonoma’s Mission, Vision, and Values to govern daily activities while maintaining required accuracy percentages, metrics, and quality standards
- Other duties as deemed necessary
- High School Diploma or Equivalent
- 1-year proven customer service or call center work experience
- 12 months experience with warehouse management systems (HubWm, CCUI, SanFran, etc.)
- Excellent attendance and willingness to be part of a team – performing whatever duties are necessary
- MS Office Proficient: Outlook, Word, and Excel – Advanced Skills required
- Strong written and verbal communication skills necessary
- Strong decision making, time management, and organizational skills
- Ability to multitask, be a team player, and possess research skills
- Positive attitude, strong work ethic, ability to work under pressure, and be a fast learner
- Flexible to work overtime as required
- Experience working with store operations and store personnel on fulfillment of orders
- Prior experience with White Glove Home Delivery highly desirable
- Able to bend, reach, squat
- Must be able to walk, stand, bend, and lift throughout the day.
- Able to use 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
- For more information on our benefits offerings, please visit