What are the responsibilities and job description for the Resolution specialist position at Haworth, Inc.?
Company Overview
When you feel connected to your work, you feel more engaged. At Haworth, you can pursue a career that offers you ample opportunity to build your portfolio and expand your skillset in an exciting and inclusive environment.
Join a company that values innovation, inspiration, and you!
HAWORTH is a global leader in office furniture and architectural interiors. As a valued member of our team, you can make your mark on the world and reach your full potential within a culture of connectivity.
Why Haworth? Find out here !
Here at Haworth, our members enjoy benefits from their first day of employment including :
- 4 weeks paid time off and an option to purchase an additional week
- Priority Health Insurance
- 401k Benefit - If you contribute 6% of your annual salary, Haworth will contribute up to 7%
- Annual bonus programs
- Company provided Short Term Disability, Long Term Disability & Life Insurance
- Tuition Reimbursement program
- Recently renovated onsite fitness center
- Onsite recycling
- Up to 8 hours of paid volunteer time off
- Zero waste to landfill company
Job Overview
We are looking for a Resolution Specialist to join our team in Holland, MI. The position allows a hybrid schedule but does require days in the office.
As a Resolution Specialist , you will :
Serve as single point of contact for dealer or consumer customers on all inquiries / claims, including, but not limited to, replacement order processing, product assistance, labor service orders, shortages, and product shipment.
Provides proactive service on claims that would adversely impact installation schedules and respond to customer needs within required time frame.
Supports the global team in coordinating all claims and resolutions.
Do you have these required qualifications?
Education :
- Bachelor's degree in a technical-related field or a business-related field or equivalent.
- Education Equivalency :
- Associate's degree in a technical-related field or business-related field plus 2 years related experience or,
- High school diploma and 4 years of related experience.
Work Experience :
Military Equivalency : https : / / www.mynextmove.org / vets / find / military
In addition :
- Current and continuing right to work in the United States without sponsorship.
- Ability to work in Holland, MI without relocation assistance.
Do you have these preferred qualifications?
- Experience in business and / or manufacturing environment strongly preferred.
- Experience in complaint management, service recovery, and issue resolution preferred.
- Experience working with Systems Applications Processes (SAP) software preferred.
- Experience in a non-transactional customer service role.
Essential Functions
- Provides complete and accurate responses to all customer inquiries, answer questions regarding manufacturers, defects, or repairs.
- Manage Service Notification actions and prepare replacement orders, labor service orders, and return product activities in a timely, effective manner.
- Negotiates and approves fiscally responsible settlements and options to customer related issues, within pre-established levels of resources, authority, and empowerment;
communicates resolutions to customer to put closure to issues.
Coordinates pre-order information additions, deletions, and / or other changes to orders; communicates changes to Order Processing, Master Scheduling, Transportation, and Distribution.
- Processing to ensure timely updates to orders.
- Answer questions regarding the status of orders and keeps dealers informed with up-to date information regarding status of orders to provide full disclosure prior to receipt of delivery.
- Interfaces with Credit team members to be aware of and assist with service order collection issues and resolution of same.
- Serve as a contact for the Customer Service team as a Subject Matter Expert resolution claims process.
- Must be able to perform all essential job functions with / without accommodation.
- Uses office automation, communication, software, and tools used in Haworth office environment.
- Performs other duties within scope as assigned.
Skills
- Strong collaborative aptitude.
- Client-centric approach when problem solving.
- Proficiency on the Microsoft suite of products (Outlook, Word, Excel and PowerPoint).
- Work with minimal supervision.
- Strong verbal and written communication skills.
- Strong administrative proficiencies.
LI-JG1
Last updated : 2024-09-10
