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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