INTERNAL JOB POSTING ALERT

POST DATE:  4/15/2025              END DATE: 4/22/2025

POSITION: Customer Service Coordinator II - B2B Logistics 
LOCATION: All Sites
DEPARTMENT: Business Sales 
SALARY GRADE: 7 - Starting wage is $16.50/hr but may increase due to merit, tenure and location 
REPORTS TO: Logistics Supervisor
 

POSITION SUMMARY:

As a Project Coordinator & B2B Customer Service Specialist in our Logistics team, you will play a critical role in ensuring the smooth flow of logistics operations while providing exceptional service to our business clients. In this dynamic and fast-paced environment, you will be responsible for organizing and tracking logistics operations, creating process playbooks, and ensuring accurate shipment tracking.

You will also act as the primary point of contact for coordinating logistics services and managing customer interactions. This will involve addressing service-related inquiries, solving problems, and collaborating with internal teams to enhance customer satisfaction and improve logistics strategies.

This role requires a proactive approach, strong organizational skills, and attention to detail, as well as the ability to handle multiple tasks simultaneously. You will work both independently and as part of a team, providing support to ensure efficient supply chain operations and a seamless customer experience. The ideal candidate will enjoy detailed documentation, problem-solving, and working in a collaborative, customer-focused logistics environment.

PRIMARY FUNCTIONS:

• Ensuring the proper execution of daily scheduling needs of multiple customer orders
• Creating playbooks in excel, tracking every item on large, consolidated orders, while updating the playbook item's status.
• Apply one email/zoom call resolution for customer escalated matters and support dedicated customer email boxes
• Perform all scheduling functions in a high-volume environment for all WSI product brands
• Supports multiple HUB Operations in different regions within the Supply Chain Operations
• Confirming customer delivery windows utilizing all WMS systems as well as updating customer contact information
• Handle dedicated email lines within 24-48 hours of contact/escalation
• Research customer inquiries and provide resolution within established timeframes
• Support and assist with Special Projects as assigned, including handle overflow coverage as needed
• Meet or exceed assigned B2B Logistics metrics as established by Ops. Manager and department KPIs
• Keep work area safe, organized and clean according to general office practices and OSHA requirements daily
• Utilize Williams-Sonoma’s Mission, Vision, and Values to govern daily activities while maintaining required accuracy percentages, metrics, and quality standards
• Coordinators are expected to provide updates to internal and external customers regarding project/order status. They must be able to format their requests or responses with respect to the setting – removing emotion, utilizing proper grammar, and staying organized.
• Emailing with our account managers, warehouses and DCS.
• Other duties as deemed necessary

MINIMUM QUALIFICATIONS:

• High School diploma or equivalent
• 6 months of WSI Care Center experience is required 
• Excellent attendance and willingness to be part of a team – performing whatever duties as assigned
• 6 months combined work experience and demonstrated knowledge of all systems (i.e. WMOS, Compass, CCUI, Power BI, etc.), or other equivalent systems is preferred
• Acquired/Demonstrated WSI product knowledge for all Brands is preferred
• Positive attitude, strong work ethic, ability to work under pressure, and be a fast learner
• MS Office Proficient: Outlook & Word – Basic to Intermediate; Excel – Intermediate to Advanced Skills highly preferred
• After in instruction, Coordinators are expected to build tables in Excel that comply with our templates and may be altered to meet customer’s needs. They will be exporting data and scrubbing it to reflect accurate and clean information.
• Strong Communication Skills (Written and Verbal)

PREFERRED QUALIFICATIONS:

• Working knowledge of WSI B2B Logistics or Concierge process, or Project Coordinator experience working on remote teams is a must.
• Supply Chain Background
• Coordinators need to be comfortable with the flow of logistics and operations, with relation to facility location.
• Comfortable with managing multiple software systems

Important Facts:

• This is a Full-Time, non-exempt level position requiring a 40-hour schedule
• Monday - Friday, hours TBD based off business need
• Talent Assessment is required for consideration. Please check your email after you apply for details 

TO APPLY: Interested candidates should complete the application through the internal job board. It is a requirement that any associate applying for this position be meeting or exceeding all essential functions, and may not have received any level of progressive counseling greater than a verbal warning within the past six months. Applicants must have the minimum required work experience for the position, as stated in the job posting.

Have questions? Feel free to reach out to the Recruiting team - CCRecruiting@wsgc.com
 

APPLICANTS MUST MEET ALL ESSENTIAL FUNCTIONS