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Customer Service Manager

Date: Apr 13, 2019

Location: Claremont, NC, US

Company: Williams-Sonoma Inc.

Requisition Number: NC-14620
Area of Interest: Customer Service
Organization: Manufacturing
Brand/Division: North Carolina
Position Type: Full-time



The Customer Service Manager is responsible for leading and developing their own team of Williams-Sonoma Associates to increase customer satisfaction, loyalty and retention. As a Customer Service Manager, your most important role is leading, motivating, and coach a team to ensure they're giving the best customer service possible. The person in this role will need to be able to show strong leadership skills, and the desire to equip their team with the tools needed for success. The Customer Service Manager will ensure that daily departmental goals are met using a People First philosophy to achieve established objectives.


* Improve customer service experience
* Take ownership of customers issues and follow problems through to resolution
* Create an improvement project plan and deploy strategies focused towards that plan
* Keep accurate records and document customer service actions and discussions
* Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
* Keep ahead of industry's developments and apply best practices to areas of improvement
* Develop and control qualitative and quantitative targets
* Maintain an orderly workflow according to priorities

Since it was founded in 1956, Williams-Sonoma has grown from Chuck Williams' single store in Sonoma, California, 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. That growth continues today. Our Global Supply Chain organization is the backbone of our company and key to its success. 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 or home delivery -- and are looking for a job with a strong opportunity for gaining new skills and for advancement -- our Supply Chain Organization is just the place for you. We employ thousands in our regional distribution operations and in our over 600 retail stores, customer care centers and corporate headquarters. That's why we work hard to support the community, including the institutions that are important to our employees, such as St. Jude Childrens' Research Hospital which we proudly support in its mission to treat and defeat childhood cancer and other life-threatening diseases.



* A Bachelor's degree and 3-5 years of customer Service/Call Center experience
* Strong ability to communicate effectively (written or verbal), with excellent interpersonal and customer relations skills
* Must be highly organized and process oriented
* Ability to complete multiple tasks consistently and on time
* Ability to adapt and change processes to keep pace with the evolving business requirements
* Strong technical skills included but not limited to Microsoft Access, Excel, Word, PowerPoint


* Bachelors or Master's degree in Business, Operations, Logistics, Supply Chain
* 6+ years of management experience in a manufacturing, production or distribution environment
* Exposure to furniture distribution and/or big box distribution is a plus

Exceptional organizational and time management skills to successfully respond to urgent situations.


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, or other applicable state or local laws and ordinances.

Nearest Major Market: Hickory

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