Product Response (Q&A) Coordinator - West Elm

Williams-Sonoma, Inc. Brooklyn , NY 11201

Posted 3 weeks ago

Requisition Number: WE-15322

Area of Interest: E-Commerce

Organization: Corporate

Brand/Division: West Elm

Position Type: Full-time

JOB DESCRIPTION

Product Response (Q&A) Coordinator -- West Elm

Who we are:

Born in Brooklyn in 2002, West Elm is a global design company dedicated to transforming people's lives and spaces through creativity, style, and purpose. We create unique, modern and affordable home decor and curate a global selection of local, ethically-sourced and Fair-Trade Certified products, available online and in our 100+ stores worldwide.

Our home base is nestled down under the Manhattan Bridge in the DUMBO neighborhood of Brooklyn, NY, right above our flagship store. We are a dynamic, fast-paced brand with an exciting growth strategy. We value imagination, diversity and giving people the opportunity to explore, grow and shape our future. We look for innovative, smart and hard-working individuals who enjoy creative thinking and ingenuity. Help us carry out our mission of being a source of inspiration to our customers, creating a global community and tirelessly seeking ways to evolve our brand.

The Q&A Coordinator helps West Elm shoppers find answers to the many product questions they might have. Part sleuth, part customer service, this person leverages cross-channel ties and know-how to find answers to questions both big and small (For instance: "Does this rug contain any latex?" or "Will this sofa fit through my 29" x 80" door?) You'll report into the Product Information Manager and work closely with the design, sourcing, web and ecommerce teams. If you enjoy answering questions, excel at follow-through and know the difference between there/their/they're, then this is the job for you. (A love of furniture + home goods helps, too). With its broad exposure to the needs of the West Elm customer, this role could eventually grow into a more senior position on the team or serve as a segue into associate training or customer service.

Essential Functions:

  • Answer customer questions across entire product assortment, becoming an expert on all things West Elm.

  • Online: Answer questions via Q&A functionality on product pages. This feature is currently live within our Casual Seating, Dining, Bed/Headboard and Kids' Furniture categories.

  • Offline: Assist customer service representatives in answering product-specific questions in the AMS portal. This support is across all categories (Furniture, Lighting, Decorative Accessories + Textiles).

  • If a question doesn't have a standard canned response, you will track the answer down, logging a bug to the necessary cross-channel partner in sourcing, furniture engineering, etc.

  • If a customer question indicates a broader issue with a product page's shopability or accuracy, you will log a bug and/or make the fix directly in our content management system (CMS).

  • Report out key findings to key partners on a bi-monthly basis, summarizing key trends or issues and with special focus on customer product feedback.

  • Work with copy and PI team members to ensure that the product information on our product pages gives the shopper what he/she needs, adding new fields where necessary.

  • Surface any customer-service related issues logged to Q&A or ForeSee platform to our partners in customer service.

  • Assist in answering any product-specific questions directed to the team distribution list from store associates, sister brands, trade associates, etc.

  • Help grow online Q&A functionality, expanding to new categories as bandwidth allows.

REQUIREMENTS AND QUALIFICATIONS

Qualifications:

  • 1-2 years of experience in information management or customer service in a retail or lifestyle environment.

  • Bachelor's degree in language arts, business, marketing, journalism or other related field.

  • Excellent verbal and written communication skills.

  • Exceptional organizational and time management skills

  • Knows how to manage multiple projects, demands, and issues with the highest degree of accuracy.

  • Strong interpersonal skills and the ability to work successfully as part of a cross-functional team.

  • Must possess self-drive, with the talent to creatively resolve issues and offer solutions.

  • Technical aptitude and the capability to learn company systems, with high proficiency in Microsoft Office applications.

  • Knowledge of basic HTML and/or other web programs is a plus.

Benefits:

We offer an extensive benefits package designed to help you grow, personally and professionally, to care for your family and to build a secure future. Depending on your position and your location, here's a look at what you might be eligible for:

  • Competitive benefits, including medical, dental and vision insurance; tax-free spending accounts; same-sex domestic partner benefits; commuter benefits; and more

  • A 401(k) plan and other investment opportunities

  • Paid vacations, holidays and other time-off programs

  • A generous discount on all Williams Sonoma Inc. brands through multiple shopping channels

  • Cross-brand and cross-function career opportunities

  • Discounts on nearby gyms and other local businesses

This position is not eligible for visa sponsorship.

This role is not eligible for relocation assistance.

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

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: Brooklyn

Nearest Secondary Market: New York City

Job Segment: Engineer, Developer, Web Design, Engineering, Technology, Creative


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Product Response (Q&A) Coordinator - West Elm

Williams-Sonoma, Inc.