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Date: Apr 20, 2017

Location: Portland, OR, US

Company: Williams-Sonoma Inc.

Requisition Number: SS-10539
Area of Interest: Business Sales - Development
Organization: Corporate
Brand/Division: Shared Services
Position Type: Full-time


Our Company

Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Our family of brands are Williams-Sonoma, Pottery Barn, Pottery Barn Kids, PBteen, West Elm, Williams-Sonoma Home, Rejuvenation, and Mark and Graham. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room and even outdoor spaces. We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.

Position Summary

The Trade Sales Support Lead position reports to the department Supervisor and supports key processes and functions essential to the Trade & Contract Sales Department while providing leadership and guidance to support associates with daily functions, to include training, coaching, and feedback.

Specific Responsibilities

* Develop a People First culture that allows associates to grow and succeed.
* Lead the on-boarding process of new Support Specialists, providing training and ongoing support of department systems and procedures. Provide quarterly refresher trainings to ensure the team is consistently following procedure and offering exemplary customer service.
* Identify process inefficiencies, solicit and summarize team feedback, and recommend alternate solutions to management. Monitor Salesforce exception reports to help identify potential issues.
* Assist Supervisor in identifying topics for weekly Department meetings and conduct meetings in Supervisor's absence.
* Monitor Salesforce productivity dashboards to ensure workload is balanced and requests are effectively prioritized to meet service levels.
* Act as a visible resource to Support Specialists, Corporate, and Trade & Contract Sales teams, including answering product and process questions, clarifying SOPs, and providing guidance as needed.
* Provide phone and email support for incoming Trade & Contract inquiries, providing prompt, courteous, and professional service. Ensure associates are logged into the phone queue and there is sufficient coverage to maintain expected customer service levels.
* Provide sales support to Trade & Contract Sales Reps by taking ownership of tasks, customer requests, and service once an opportunity has been secured.
* Assist customers with product selection by providing appropriate product choices, related items, and additional information as needed.
* Complete customer order entry efficiently and accurately. Analyze and communicate product estimate ship dates. Provide customers with appropriate care and other service information.
* Provide customers with follow up service including; status checks, change orders, damaged, and displaced orders. Provide exceptional level of service by responding to concerns and questions politely and accurately.
* Lead by example by performing all department tasks accurately and efficiently.
* Assist Trade Sales Supervisor with administrative duties as requested.
* Fill-in role & duties as needed when Trade Sales Supervisor is out of office.
* Perform other duties as assigned.



* Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
* Prior experience with Sales Force and/or DAX preferred.
* 2-3 years prior customer service experience.
* Ability to coach and train others.
* Strong organizational skills with good attention to detail.
* Strong verbal and written communication skills with demonstrated ability to communicate effectively with a variety of internal and external customers/clients/business partners.

This position is not eligible for visa sponsorship.

Personal Competencies

Global Business Acumen -- Understand the complexity of business on a global scale. Embrace cultural and individual differences with empathy. Work with the nuances of specific local cultures to make informed decisions.

Strategic and Analytical Capability -- Ability to think globally, strategically, and objectively. Effectively translates data into actionable insights, strategies and financial plans.

Leading Teams -- Attracts, develops and motives the talent needed for current and future business requirements. Articulates an inspiring vision for the future, establishes high performance expectations and sets example through own behavior. Ensures alignment of individual goals with overall business objectives. Coaches team members to success and holds individuals accountable for achieving results.

Drive for Results -- Credibility earned through delivering results. Balances urgent and effective action, commitment to excellence, taking initiative to resolve problems and work quality. Demonstrates high initiative and provides leadership in a project-oriented environment.

Effective Communication -- Communicates clearly and effectively with associates at all levels, board members, external partners and customers. Strong verbal and written presentation skills including the ability to communicate complex ideas in a simple way and to tailor key messages and presentation style to multiple audiences.

Influence and Collaboration -- Builds and sustains collaborative relationships at multiple levels in the company. Able to work through complex disagreements and conflict to achieve resolution. Builds trust by including others and by keeping the cross-functional teams focused on the success of the entire company.

Williams-Sonoma, Inc. is an Equal Opportunity Employer.

Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Nearest Major Market: Portland Oregon

Job Segment: Sales Support, Sales