Customer Service Concierge

Williams-Sonoma Inc. 
Now hiring! 
Customer Service Concierge
 

POSITION SUMMARY:

The Concierge Tracking Coordinator will be the primary point of contact for Concierge customers as orders flow through supply chain resulting in an optimal experience for WSI clients.

PRIMARY FUNCTIONS:

• Strong Organization, Time Management and Detail Oriented Skills are a must for this position
• Perform all scheduling functions in a high-volume environment for all WSI product brands
• Ensuring the proper execution of daily scheduling needs of multiple customer orders
• As POC, apply one call resolution for customer escalated matters and support dedicated customer email inboxes.
• Supports multiple HUB Operations in different regions within the Supply Chain Operations
• Confirming customer delivery windows utilizing various WMS as well as updating customer contact information
• Handle all department communications within assigned SLA’s
• Achieve established metrics as assigned including tracker building, escalation resolution, and proper handling of data/information.
• Research customer inquiries and provide resolution within established timeframes
• Provide timely updates via email, outbound calls, etc. to ensure compliance with Concierge standards
• Support and assist with Special Projects as assigned, including handling overflow coverage as needed.
• 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

MINIMUM QUALIFICATIONS:

• Excellent phone etiquette
• High School diploma or equivalent
• Excellent attendance and willingness to be part of a team – performing whatever duties are necessary
• 1-year of prior customer service or call center experience
• 1-year combined work experience and demonstrated knowledge of all systems (i.e. HubWm, SanFran, PKMS, CCUI, etc.), or other equivalent systems
• MS Office Proficient:  Outlook & Word – Basic to Intermediate; Excel – Basic to Intermediate skills required
• Ability to multitask using multiple systems to achieve one-in customer call resolution
• Acquired/Demonstrated WSI product knowledge for all Brands
• Strong written and verbal communication skills necessary
• Positive attitude, strong work ethic, ability to work under pressure, and be a fast learner
• Flexible to work overtime as needed

PREFERRED QUALIFICATIONS:

• 2 years call center/care center experience preferred
• Strong Communication Skills (Written and Verbal)
  • Coordinators are expected to provide updates to internal and external customers regarding project/order status. They must be able to format their requests or responses with respect to the setting – removing emotion, utilizing proper grammar, and staying organized.
  • They will be tasked with attending Zoom calls to speak to their project status and note feedback or action steps.
  • They will be tasked with reaching out to on-site POC’s and representing the company for scheduling or order updates.
• Strong Organization, Time Management and Detail Oriented Skills (Familiar with Deadlines and Owning Projects)
  • Coordinators are assigned projects that consist of high volume and high dollar orders. They will be tracking, reporting, and scheduling product for delivery – while balancing research, communication updates and ad hoc requests. They must be efficient with their time during the day to meet project deadlines, while sensible enough to know when they need help or see a potential conflict.
  • We offer a variety of tools for them to stay organized, aside from pen/paper/sticky notes. Regardless of what they use, they must be efficient, independent, and own their projects.
  • Coordinators will be expected to assist remotely with Hub Audits/Order pre-checks as needed prior to delivery.

PREFERRED QUALIFICATIONS:

• Working knowledge of WSI B2B Logistics or Concierge process, or Project Coordinator experience working on remote teams.
• Supply Chain Background
  • Not a “must” but would be helpful as these Coordinators need to be comfortable with the flow of logistics and operations, with relation to facility location.
• Multiple Software Systems
  • While the candidate does not need specific working knowledge of our exact tools, the experience of having to learn new systems and navigate them to find your answer is key. Being accurate with your information and responses the first time is mandatory.
• Team environment but works independently.
  • We have good synergy, but the applicants experience in completing tasks as a group vs individual should be balanced. Knowing how to focus and prioritize tasks with potential distractions.
     

What we have to offer: 

✨ Competitive pay starting at $16.50/hr 
✨ Recognition based incentives and bonuses
✨ PTO, Vacation, and Sick Pay benefits
✨ Medical, Dental, Vision, 401k and much more! 
✨ Employee discounts and perks (up to 40% off most products and brands)