Customer Service Representative II

Williams-Sonoma•Arlington, TX

2d•Onsite

About The Position

The Customer Service Representative II works onsite in the Arlington, Texas distribution center, performing dispatching and customer service functions in a high-volume environment. The role supports all Williams-Sonoma, Inc. product brands and multiple HUB operations in different regions. It involves researching delayed orders using the Manhattan warehouse management system and company intranet systems; resolving issues related to damaged furniture, delayed deliveries, delivery timeframes, in-transit orders, and lost products; and responding to dedicated email escalations within 24–48 hours. The representative handles inbound dispatch/customer service calls, records issues and follow-up details in a daily tracker, and works to meet customer service scorecard metrics. The role also supports HUB customer service agents, issues replacements, return authorizations, and credits as needed, and may assist with special projects and overflow calls. Candidates should be comfortable speaking with customers by phone, managing multiple tasks, and working with minimal supervision.

Requirements

High school diploma or equivalent.
At least 6 months to 1 year of call center experience.
At least 1 to 2 years of customer service experience.
Comfort speaking with customers by phone.
Problem-solving skills, including planning and prioritizing assigned tasks and completing customer inquiries within established time frames.
Experience with in-home furniture delivery.
Strong multitasking skills.
Strong computer skills.
Intermediate to advanced knowledge of Microsoft Excel, Word, and Outlook.
Basic math knowledge, including addition and subtraction.
Excellent verbal and written communication skills.
Availability to work overtime and flexible schedules.
Ability to work with minimal supervision.
Basic understanding of furniture terminology.
Able to walk, stand, bend, and lift; comfortable sitting for 90% of the day and using a computer for extended periods.

Nice To Haves

Warehouse experience and/or knowledge of warehouse processes, particularly in a Final Mile operation.
Customer service experience in furniture or home furnishings, supporting product selection, order management, delivery coordination, and issue resolution.
Bilingual English/Spanish.

Responsibilities

Perform dispatching functions in a high-volume environment for all WSI product brands and support multiple HUB operations in different regions.
Research delayed orders using the Manhattan warehouse management system and WSI intranet-based systems.
Resolve issues involving damaged furniture, delayed deliveries, timeframe requests, in-transit orders, and lost products.
Handle dedicated email lines and respond to escalations within 24–48 hours.
Support special projects assigned by the Customer Service Manager, including handling overflow call volume as needed.
Handle inbound calls through the inbound dispatch/customer service phone line.
Enter customer service issues on the daily tracker and provide analysis and follow-up details to the Customer Service Manager.
Meet or exceed HUB scorecard metrics for after-call work, service, cost, quality, and one-call resolution.
Provide friendly, supportive, and constructive assistance to HUB customer service agents.
Issue replacements, return authorizations, and credits as needed.