Requisition Number: WE-15322
Area of Interest: E-Commerce
Brand/Division: West Elm
Position Type: Full-time
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.
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
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.
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
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