Resolutions Specialist (Hybrid)

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.

• 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.

• Bachelor's Degree in Business, Business Management, Customer Service Management, or similarfield of study
• Education Equivalency: Associate's Degree plus 2 years complaint management/resolution related experience OR 4 years complaint management/resolution experience
• 2 yearsexperience 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.

• Systems Applications Processes (SAP) softwareexperience
• Experience in non-transactional customer service role; experience in business and/or manufacturing environment strongly
• Customer-Centric: Show concern forcustomer satisfaction and possess excellent listening and communication skills to understand and address concerns effectively.
• Solution-Oriented: Creative thinkerwho 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.

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