Call Center Representative

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.

• 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.

• 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…