Customer Service Concierge
Williams-Sonoma, Inc., Las Vegas, NV, United States
Williams-Sonoma Inc. Customer Service Concierge
POSITION SUMMARY:
The Concierge Tracking Coordinator will be the primary point of contact for Concierge customers as orders flow through the 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.
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)
#J-18808-Ljbffr
POSITION SUMMARY:
The Concierge Tracking Coordinator will be the primary point of contact for Concierge customers as orders flow through the 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.
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)
#J-18808-Ljbffr