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CSR II Job at Williams-Sonoma-Supply Chain

Williams-Sonoma-Supply Chain Colony, TX

Job Information

  • Date Posted
    2025-09-16
  • Location
    Colony, TX
  • Job Title
    CSR II
  • Gender
    Both
Williams-Sonoma, Inc.
The Colony, TX - Call Center

Available Shifts:
NOT REMOTE

Our full-time associates enjoy the following benefits:
Full Health Benefits

Growth/Promotional Opportunities

401K

Casual Dress Environment

40% discount on most merchandise

Complimentary Onsite Fitness Center

Fun contests / reward and recognition programs

POSITION SUMMARY:
The Home Delivery Customer Service Coordinator II will provide daily operations to support the Operations Manager and team at the Home Delivery HUB.

PRIMARY FUNCTIONS:
  • Serve as first line of support for escalated inbound and outbound calls
  • Ensuring the proper execution of daily scheduling needs of multiple customer orders
  • Apply one call resolution for customer escalated matters and support dedicated customer email boxes
  • Perform all scheduling functions in a high-volume environment for all WSI product brands
  • Supports multiple HUB Operations in different regions within the Supply Chain Operations
  • Confirming customer delivery windows utilizing HubWm and PKMS systems as well as updating customer contact information
  • Handle dedicated email lines within 24-48 hours of escalation
  • Research customer inquiries and provide resolution within established timeframes
  • Support and assist with Special Projects as assigned, including handle overflow coverage as needed
  • Handle large call volume daily while maintaining quality focus on each call
  • Meet or exceed HUB Scorecard metrics as established by CS Manager and department KPIs
  • 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:
  • High School diploma or equivalent
  • Excellent attendance and willingness to be part of a team – performing whatever duties are necessary
  • 6 months of prior customer service or call center experience
  • 6 months 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 – Intermediate to Advanced 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 required
PREFERRED QUALIFICATIONS:
  • 2+ years call center/care center experience preferred



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