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Dealer Support Specialist

Dealer Support Specialist


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
•    Newly renovated on-site gym open 24 hours
•    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
•    4 hours of paid volunteer time off
•    Zero waste to landfill company which provides personal on-site recycling drop-off

Job Overview

We are currently looking for a Dealer Support Specialist to join our team in Holland, MI.

 

As a Dealer Support Specialist, you will:

 

Provide Haworth dealer network and end-users with dynamic product support and technical problem solving through multiple communication channels.  Work cross-functionally with other departments, including PLM, to develop, organize and maintain a knowledge database with current information and shares feedback to ensure it is integrated, consistent, and aligned with other departments.  Serve as training liaison between other departments, such as Quote to Cash and PLM, and internal Customer Service members.  Make a positive impact on the customer experience by focusing on providing next-level customer service and going the extra mile. Highly self-directed, a good problem solver and communicator, intellectually curious, ready to take on challenges, and excited to work in a face-paced environment.

Job Responsibilities

 

  • Engages directly with dealer network and end-users through multiple channels (inbound phone calls, chats, email) to provide daily support on a wide range of topics.
  • Provides creative problem solutions, utilizing strong technical product knowledge and communication skills while being detail oriented and customer focused.
  • Serves as assistant trainer and aides in new Dealer Onboarding process.
  • Works and communicates effectively with other department heads and colleagues at all levels to develop, organize and maintain knowledge content.
  • Thinks outside the box to create inspiring, meaningful, and effective knowledge content that drives brand recognition and reflects correct detail and information, proactively amending any errors.
  • Actively engages with Field Sales members, dealerships, and co-workers, through coaching and mentoring, to continually educate and enable their ability to engage with customers.
  • Supports new product launches and serves as the Customer Service liaison providing ongoing training for basic product information.
  • Help establish KPI’s and makes data driven recommendations based on analytics.
  • Publishes branded monthly Customer Service Newsletter through appropriate channels by partnering with other departments to release the most relevant and engaging information about Haworth operations.
  • Owns projects and requests from beginning to end to create superior customer relationship and build trust.
  • Stays current with industry advancements and uses findings to make suggestions for improvements in the customer experience.

Do you have these required qualifications?

 

  • Bachelor’s degree. If no degree, 2 years of relevant work experience for every year of school not completed
  • 5 years’ experience in non-transactional customer service role
  • Current and continuing right to work in the U.S. without sponsorship
  • Ability to support CT and EST time zones.

Do you have these preferred qualifications?

 

  • Experience in business and/or manufacturing environment 
  • Experience with creative programs (e.g., Canva, Adobe Illustrator, Photoshop) and the ability to create and edit documents following Brand Guidelines
  • Experience utilizing Systems, Applications, Processes (SAP) software 

Ideally, you have also demonstrated the following:

 

  • Has an infectious personality and an ability to engage in meaningful conversations.
  • Demonstrates strong knowledge of commercial office interiors industry and has a general understanding of Haworth products.
  • Must be able to work autonomously and thrive in fast paced and dynamic environment. 
  • Must work successfully across the organization with several business units.
  • Must have excellent verbal and written communication skills.
  • Able to use multiple systems to manage tasks with a strong working knowledge of Microsoft Office tools (e.g., Excel, Word, Teams, One Note, PowerPoint).
  • Has a keen attention to detail as quality and accuracy of work is essential.
  • Ability to give and receive critique graciously.
  • Has a strong willingness to learn and retain information in an organized manner.
  • Ability to multi-task (e.g., maintain several conversations while navigating on the computer and taking notes) and perform well in a fast-paced environment.

Haworth Values

At Haworth, we have a strong set of values that guide our business and help us align with our customers.

 

We listen to our Customers. We rely on our Members. We honor Integrity. We embrace Continuous Learning. We lead with Design. We create Value. We work to make the World better.

 

Join the Haworth family. Apply for this job, or learn more about the many possibilities at Haworth, at https://Careers.Haworth.com.

EEO, ADA, AA Statement

As an EEO/AA employer, Haworth will not discriminate in its employment practices due to an applicant's race, color, sex, pregnancy, national origin, ancestry, citizenship, sexual orientation, gender identity or expression, protected genetic information, age, disability, marital status, veteran status, religion, height, weight, other protected group status, or any other basis protected by the laws where we employ people. 

Haworth's AAP programs are available for applicant review.  Requests can be made to your Recruiter to review during regular business hours.

This organization participates in E-Verify Employment Eligibility Verification.

If you have questions about any of the above policies, or if you require an ADA accommodation in the application process, please contact a member of our Human Resources team at careers@haworth.com or (616)-393-1600.


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