Senior Account Specialist

Haworth; Holland (MI); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health benefits insurance

On-site gym access

401k match

Job summary

Haworth, a global leader in workspace design, is seeking a Senior Account Specialist to be the main resource for dealers supporting architectural products. You will analyze customer quotes, determine material and production needs, and assess risk based on supply chain performance.

You may work on the plant floor and collaborate with manufacturing teams to address customer-related needs. You will handle escalated issues, drive service programs, and lead cross-functional improvements to deliver a

Qualifications

• Bachelor's degree in Business or equivalent area of study.
• Associate's degree in Business or equivalent area of study plus 2 years related experience in customer experience, non-transactional customer service role(s), and/or project management/planning.
• High school diploma plus 4 years related experience in customer experience, non-transactional customer service role(s), and/or project management/planning.

Responsibilities

• Handle escalated customer issues with in-depth investigation and problem-solving.
• Support development and implementation of service programs to enhance customer satisfaction.
• Support process improvement initiatives to streamline operations and enhance customer experience.
• Proactively monitor order shipments and communicate status, delays, and delivery estimates.
• Maintain relationships with key dealership contacts and act as primary point of contact.
• Provide product knowledge and guidance to customers and internal teams.
• Collaborate with cross-functional teams to improve processes and customer experience.

Skills

Customer experience

Project management

Problem solving

Education

Bachelor's degree in Business or equivalent

Associate's degree in Business or equivalent + 2 years related experience

High school diploma + 4 years related experience

Tools

SAP

Microsoft Office

Job description

Join the Future of Workspace Innovation at Haworth

Are you ready to shape the future of how people work, live, and thrive? At Haworth, we're not just creating furniture, we're revolutionizing the way the world interacts with spaces. As a global pioneer in workspace design since 1948, we've been pushing boundaries and redefining possibilities for over seven decades.

We're looking for visionaries like you to help write the next chapter of our story.

Discover more here!

Job Overview

We are currently looking for a Senior Account Specialist to join our team onsite in Holland, MI.

As a Senior Account Specialist, you will serve as the key resource for dealers supporting architectural products, independently managing complex customer concerns and escalating service issues. You will analyze customer quotes to identify material and production requirements, while interpreting risk based on supply chain and operational performance, develop effective solutions, and proactively address challenges that may impact the customer experience. You will also collaborate closely with manufacturing teams and may regularly work on the plant floor to support product and customer-related needs.

Required Qualifications

• Education: Bachelor's degree in Business or equivalent area of study.
• Education Equivalency:
  • Associate's degree in Business or equavielent area of study plus 2 years related experience in customer experience, non-transactional customer service role(s), and/or project management/planning.
  • High school diploma plus 4 years related experience in customer experience, non-transactional customer service role(s), and/or project management/planning.
• Experience:
  • 5 years related experience in customer experience, non-transactional customer service role(s), and/or project management/planning with a Bachelor's degree or,
  • 3 years related experience in customer experience, non-transactional customer service role(s), and/or project management/planning with a Master's degree.
  • Equivalent Military experience.
• Additionally:
  • Ability to work onsite 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

• SAP experience.
• Furniture or general construction industry experience.
• Material planning experience.
• Analytics, reporting and metrics experience.

Essential Functions

• Handle escalated customer issues, requiring in-depth investigation and problem-solving skills.
• Support the develop and implementation of service programs to enhance customer satisfaction and loyalty.
• Support process improvement initiatives to streamline operations and enhance customer experience.
• Proactively monitor order shipments, track potential delays or disruptions, and address any shortages or discrepancies. Provide timely and transparent communication to customers regarding order status, including proactive notification of any potential delays and estimated delivery timeframes.
• Cultivate and maintain strong relationships with key dealership contacts, serving as a trusted advisor and primary point of contact. Proactively communicate order status, potential delays, and other critical information, ensuring transparency and timely resolution of any issues.
• Provide comprehensive product knowledge and guidance to customers and internal teams.
• Facilitate effectively with cross-functional teams improving the process resulting in a positive customer experience.
• 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.

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Design your future with Haworth

Headquartered in Holland Michigan, Haworth is a family owned global powerhouse at the forefront of innovation and sustainable design in the workspace interiors industry. Here, you'll have access to state of the art resources, collaborate with cross functional teams of passionate innovators, and experience a blend of global reach with personal growth opportunities. Whether you're developing new manufacturing processes, implementing smart factory solutions, or designing tomorrow's workspace solutions, you'll be empowered to make a lasting impact while growing your career.

We believe in the power of collaboration and strive to create a culture where everyone feels valued, respected, and empowered to make a difference. Your hard work, dedication, and talent are the foundation of our success and enable us to build meaningful connections with our customers and each other.

At Haworth, members enjoy benefits from their first day of employment:

• 20 Days Paid Time Off: Plus, the option to buy up to 5 extra days.
• Health Benefits: Priority Health Medical options, Delta Dental, and Vision Insurance.
• 401k Match: Contribute 6% of your annual salary, and Haworth will match up to 7%.
• Insurance Coverage: Company-provided Short-Term Disability, Long Term Disability, and Life Insurance.
• On-Site Gym: Well-equipped gym, open 24/7.
• Annual Bonus Programs
• Tuition Reimbursement
• Volunteer Time Off
• Parental Leave
• Pet Insurance
• Zero Waste to Landfill