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Hours Full-time, Part-time
Location 4900 Sherry Street
Arlington, Texas

About this job

POSITION SUMMARY:

The Home Delivery Customer Service Specialist will provide daily operations to support the In-Source Operations Manager at the Home Delivery HUB. The Home Delivery Customer Service Specialist is responsible for ensuring the proper execution of daily scheduling needs of multiple customer orders, assist in special projects, apply one call resolution for customer escalated matters and support dedicated customer email boxes.

PRIMARY FUNCTIONS:

  • Perform all scheduling functions in a high volume environment for all WSI product brands; supports multiple HUB Operations in different regions within WSI 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 hrs of escalation; Research customer inquiries; provide resolution within established time frames. Further research may be required for complex inquiries. Dedicated email boxes may include Rapid response line; Select Request line and Dispute  Customer email boxes
  • Support Special Projects as assigned by Customer Service Manage including handle overflow coverage as needed to meet business needs. Ability to handle large call volume daily while maintaining quality focus on each call.
  • Meet or exceed HUB Scorecard metrics as established by CS Manager. Metrics  include ACW,  service, cost, quality  and one call resolution for dedicated email boxes.
  • Utilize Williams-Sonoma’s Mission, Vision, and Values to govern daily activities, including guidance to other associates and departments.

QUALIFICATIONS:

  • Ability to multitask using multiple systems to achieve one in done customer call resolution
  • Demonstrated  service approach to all outbound/inbound calls related; extremely detailed on all written and verbal communications/documentation both with internal and external customers.
  • 12 months HubWm & PKMS experience.
  • 12 months TPM experience.
  • 12 months SANFRAN experience
  • Intermediate to Advanced Microsoft Office Knowledge –Outlook, Excel, Word
  • Demonstrated skills in planning and prioritizing assigned tasks; adhere to completing customer inquiries within established time frames
  • Demonstrate a positive, results oriented attitude, strong work ethic, ability to work under pressure, and be a fast learner.
  • Demonstrated problem solving skills  including ability to research complex customer inquiries
  • Fluent in Spanish is preferred
  • Demonstrated excellent attendance and willingness to be part of a team – performing whatever duties are necessary.
  • 2+ yrs call center/care center experience required

Tier Criteria

  1. Criteria to become CSS
  • Meet all requirements for CSS
  • Trained and proficient in all of the following areas:
    • Scheduling : Keying and verifying of WSI Orders in TPM 
    • Customer Service: one in done in scheduling deliveries
    •  Meet or exceed KPI’s for department by mid-year or year-end performance period
    •  Schedule 100 confirmed deliveries daily; metrics may change based on business needs
  1. Criteria to become Customer Service Specialist
  • Have completed one full performance review period as CSC
  • Achieve a minimum target rating and consistently adhere to the attendance guidelines
  • Consistently meet or exceed productivity and quality metrics as stated in HUB Scorecard related to ACW, service, cost, quality and one in done customer resolution
  • Meet all requirements and be proficient as a CSC  
  • Trained and proficient in all of the following areas:
    • TPM proficiency
    • HubWM & PKMS
    • SanFran
    • MS Office: Outlook; Intermediate Word and Excel
    • Email Management :24-48 hr one in done customer escalations
    • Customer Service:
  • Support cross training initiatives within HUB  Scheduling Operations

Requirements

SHIFT: M-F, Times: TBD