Williams-Sonoma Inc.
Call Center Representative
Arlington, Texas•Full-time
About the Job
About the Job
About Williams-Sonoma DC – Arlington, TX
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 of the 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, operations, customer service, procurement, safety, analytics, inventory, risk management, maintenance, personalization, loss prevention, or home delivery—and are looking for a job with strong opportunities to gain new skills and advance—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.
- 14.5 million square feet of small parcel, personalization, furniture, and manufacturing space in the domestic U.S. Williams-Sonoma has developed an agile and capable distribution network consisting of:
- Large-package and furniture distribution centers located in Southern California, Northern California, Texas, Georgia, and New Jersey, totaling 9.2 million square feet, plus another 1.2 million square feet of standalone final-mile furniture hubs.
- Small-package eCommerce distribution centers located in Mississippi and Arizona, totaling 3.2 million square feet and consisting of more than 1,000 full-time associates and 1,500 seasonal/temporary associates in Mississippi.
- Sutter Street Manufacturing upholstery factories located in North Carolina and Mississippi, with more than 1,400 full-time employees producing approximately $900 million to $1 billion in upholstered furniture sales.
- A Transportation Department for ocean, air, trucking, and rail consisting of more than 30 transportation professionals located in Memphis, TN.
- 700 associates in our sourcing offices across 10 countries in Asia and Europe, including China, Vietnam, Singapore, India, Italy, and Turkey.
The Call Center Representative is responsible for ensuring the proper execution of daily dispatch needs for multiple customer orders, resolving on-the-road customer service issues, assisting customer service agents with escalated issues, supporting special projects, and providing one-stop resolution for customers who raise issues by phone or through internal communication databases.
The Call Center Representative position is located in Arlington, TX.
You’ll be excited about this opportunity because you will:
- Perform all dispatching functions in a high-volume environment for all WSI product brands and support multiple hub operations in different regions within the WSI Supply Chain Organization.
- Research delayed orders using the Manhattan warehouse management system and intranet-based WSI systems.
- Resolve issues involving damaged furniture, delayed deliveries, timeframe requests, in-transit orders, or lost products.
- Manage dedicated email lines and respond within 24–48 hours of receiving an escalation.
- Support special projects as assigned by the Call Center Manager, including handling overflow call volume as needed to meet business needs.
- Handle all inbound calls received through the inbound dispatch and customer service phone line.
- Enter all customer service issues on the daily tracker and provide analysis and follow-up details to the Call Center Manager.
- Meet or exceed hub scorecard metrics established by Call Center 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.
Check out some of the required qualifications we are looking for in amazing candidates:
- High school diploma or equivalent.
- At least 6 months to 1 year of call center experience.
- At least 1–2 years of customer service experience.
- This is an onsite, in-office role.
- Comfortable speaking with customers by phone.
- Demonstrated problem-solving skills, including planning and prioritizing assigned tasks and completing customer inquiries within established time frames.
- Experience with in-home furniture delivery.
- Strong multitasking skills.
- Strong computer skills.
- Intermediate to advanced knowledge of Microsoft Office, including Excel, Word, and Outlook.
- Knowledge of basic math, including addition and subtraction.
- Excellent verbal and written communication skills.
- Ability to work overtime and flexible schedules.
- Ability to work with minimal supervision.
- Basic understanding of furniture terminology.
We prefer some of these qualities as well:
- 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 skills are a plus—English/Spanish.
Review these physical requirements, as they play a major part in this role:
- Must be able to walk, stand, bend, and lift.
- Comfortable sitting approximately 90% of the day.
- Able to use a computer for extended periods.
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 vacation, Employee Assistance Programs, Time Off to Volunteer, Matching Gifts Community Service Program, and holidays in some locations.
- Health, dental, and vision insurance, including same-sex domestic partner benefits, Legal and Identity Protection Plans, and Pet Insurance.
- For more information about 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.