Customer Experience Manager

HNI Corporation is a global family of brands for the workplace and home dedicated to enhancing the spaces where we live, work, and gather. We pride ourselves on fostering an environment where we make a positive impact on others; upholding our beliefs in integrity, inclusion and belonging.

What We Need:

We are looking for a Customer Experience Manager - General Support to join our HNI Workplace Furnishings team.

What You Will Do:

• Supervise, coordinate, provide leadership and review work of assigned members. Conduct performance evaluations and recommend merit increases, promotions, transfers, corrective actions, and other personnel actions. Interview and recommend candidates for employment. Drive member engagement.
• Support career development opportunities and professional growth plans for members in coordination with other Customer Support managers.
• Provide guidance on complex customer support issues, assist members to develop business decision making skills and provide resources necessary to resolve issues.
• Define and manage strategic projects to improve and enhance the member and customer experience.
• Proactively build relationships with both internal and external customers helping to develop the Customer Support brand and advocate to resolve customer concerns in a manner that shows we win together.
• Develop presentations and tools to clearly articulate business concepts, processes, and proposals to dealers, executives, leadership, or others, as necessary.
• Collect, process, and analyze data to produce reports and generate decisions based on data and trends.
• Manage customer solutions teams to meet key performance indicators, including appropriate staffing and scheduling.
• Exemplify a culture focused on customer advocacy and continually maintain a positive customer experience while working cross functionally to achieve goals and increase profitability. Oversee department resources including knowledge management sites and training content.

What You Have:

• Bachelor’s Degree required.
• 3 or more years of management experience, customer support experience or a combination thereof required.
• Advance coursework in Business Management or related degree or area of study preferred.
• Experience within the furniture industry with a strong understanding of business processes and dealer relationships preferred.

What You’re Good At:

• Strong communication and mediation skills, with the ability to resolve conflict and deliver difficult decisions while maintaining positive relationships required.
• Well-developed interpersonal skills with the ability to influence change, clearly communicate expectations and problem solve to reach mutually beneficial results required.
• Proficiency with Microsoft Office or like software package required.
• Customer Relations Management software experience preferred.
• Exposure or experience with lean manufacturing processes and rapid continuous improvement environment preferred.
• Proven knowledge of Salesforce, Oracle, and other CS Applications preferred.
• Demonstrated ability to lead successful change.
• Ability to coach and develop members.

HNI Corporation (NYSE: HNI) is a manufacturer of workplace furnishings and building products, operating under two segments. The workplace furnishings segment is a leading global designer and provider of commercial furnishings, going to market under multiple unique brands. The residential building products segment is the nation’s leading manufacturer and marketer of hearth products.

As one of the larger employers in Iowa, HNI Corporation was recognized in 2018, 2019, and 2020 for the diversity of our Board of Directors and was named in 2020, 2021, and #6 in 2022 as one of America's Most Responsible Companies by Newsweek.

How we act today protects how we live tomorrow. Check out our CSR Report here: https://www.hnicorp.com/social-responsibility

Diversity, equity, and inclusion (DEI), are not just core beliefs at HNI - they are operational imperatives. We value each other’s differences in experiences and ideas to solve problems and better serve our customers. Take a look at our DEI goals here: https://www.hnicorp.com/diversity-equity-and-inclusion

We offer Benefits on Day 1, including a new voluntary benefit, Daily Pay! To learn about all the benefits HNI has to offer visit www.HNIbenefits.com.

We also invite you to visit us at www.HNICorp.com to learn more!