Company Overview
Join Haworth, a global leader in redefining workspaces through innovative design and solutions. Be part of a family-owned company with a global perspective, where you can make a real impact.
Why Haworth?
Culture of Innovation: Be empowered to think creatively and drive groundbreaking ideas. We value innovation and encourage our employees to think outside the box.
Global Impact: Contribute to projects that shape workspaces worldwide. Your work will have a global reach, influencing how people work and interact in their environments.
Career Growth: Embark on a journey of professional development and advancement. We offer numerous opportunities for growth and career progression.
Our Holland, MI headquarters is more than just an office; it's a dynamic showroom where you'll directly engage with our designs and see your contributions come to life. This unique environment allows you to interact directly with the spaces and furniture you help create, fostering a deeper connection to your work and the impact it has on our clients.
Since our inception in 1948, Haworth has been driven by inspiration, originality, and advancement. Our values define our business behavior, inform our decisions, and communicate our brand. Join us and be part of a team that is dedicated to shaping the future of work.Find out more here!
Here at Haworth, our members enjoy benefits from their first day of employment including:
- 20 Days Paid Time Off (PTO): Plus, you can buy up to 5 extra days for even more fun.
- Health Benefits: Priority Health Medical options, Delta Dental, Vision Insurance, and Earned Sick Time.
- 401k Benefit: 6% of your annual salary, and Haworth will match up to 7%.
- Annual Bonus Programs
- Insurance Coverage: Short-Term Disability, Long Term Disability, and Life Insurance.
- On-Site Gym: Stay fit and energized with our well-equipped gym, open 24/7.
- Tuition Reimbursement
- Volunteer Time Off (VTO): Make a difference with 8 hours of paid Volunteer Time Off.
- Optional Pet Insurance
- Zero Waste to Landfil
Job Summary
Are you ready to be at the heart of customer happiness? As a Haworth Resolutions Specialist, you will become the trusted problem-solver our customers count on! This dynamic role puts you at the center of our customer service excellence, where you'll manage everything from product replacements to complex installation coordination. You'll have the authority to negotiate solutions, build lasting relationships with dealers and clients, and make real-time decisions that keep projects moving forward.
What makes this role exciting? You'll be empowered to think creatively, find innovative solutions, and directly impact customer satisfaction. Working with our global team, you'll leverage cutting-edge systems like SAP to coordinate with multiple departments and ensure seamless service delivery. If you're someone who thrives on turning challenges into opportunities and enjoys being the go-to person for resolution, this role offers the perfect blend of relationship building, problem-solving, and business impact.
At Haworth, we're not just filling orders – we're creating exceptional customer experiences, and you'll be at the forefront of making that happen! This position does offer 2 remote days to work from home per week.
Job Responsibilities
- Investigate, analyze, and resolve customer issues, including product defects, shipping discrepancies, and service request errors.
- Negotiate and approve fiscally responsible settlements and solutions within established authority levels.
- Process service notifications, initiate replacement orders, and coordinate product returns independently.
- Serve as a subject matter expert on product information, warranty policies, and resolution procedures.
- Communicate clearly and professionally with customers, dealers, and internal stakeholders.
- Identify and recommend improvements to order resolution processes and procedures.
- Train and mentor Associate Resolution Specialists on company policies, procedures, and best practices.
- 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.
Required Qualifications
- Bachelor's Degree in Business, Business Management, Customer Service Management, or similar field of study
- Education Equivalency: Associate's Degree plus 2 years complaint management/resolution related experience OR 4 years complaint management/resolution experience
- 2 years experience in complaint management/resolution or similar
- Applicants must be able to work in Holland, MI without relocation assistance.
- Applicants must possess an unrestricted right to work in the US to be eligible for this position.
Preferred Qualifications
- Systems Applications Processes (SAP) software experience
- Experience in non-transactional customer service role; experience in business and/or manufacturing environment strongly
- Customer-Centric: Show concern for customer satisfaction and possess excellent listening and communication skills to understand and address concerns effectively.
- Solution-Oriented: Creative thinker who can think on their feet and find resourceful solutions to complex problems, even when faced with limitations.
- Strong Negotiator: Confidently and diplomatically negotiate win-win solutions while adhering to company policies and procedures.
- Highly Organized: Manage multiple priorities, track details meticulously, and work independently to meet deadlines in a fast-paced environment.
- Team Player: Collaborate effectively with internal departments, communicate clearly, and contribute to a positive and supportive team environment.
- Proactive Learner: Eager to take initiative, can independently learn the intricacies of processes, and thrive in environments where they can build relationships and gather information from subject matter experts across departments.
- Resilient and Positive: Composure under pressure, handle challenging conversations with grace, and view obstacles as opportunities for growth.
