Job Overview

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

As a Senior Dealer Experience Specialist, you will be responsible for creating an epic operational experience for Haworth's largest and most influential dealerships. Owns dealer operational experience from project planning to project delivery and training. 

Some of the responsibilities of this position may include:

• Has a relentless passion to serve our dealers and earns a trusted advisor status with them.
• Is an expert in Haworth systems and products and takes ownership of building relationships with adjacent departments to plan and problem solve.
• Provides creative problem solving solutions, utilizing strong technical product knowledge, internal relationships, and communication skills while being detail oriented and customer focused. Understands dealer projects throughout the complete lifecycle, from awarded and not entered all the way through actively delivering projects.  
• Has experience and enjoys the work of project management, while utilizing analytical skills.  
• Works and communicates effectively across value streams, operations, and design teams to convert dealer expectations into reality.
• Is self-directed, a problem solver, intellectually curious, and able to see opportunities within processes.
• Has an energetic and empathetic approach to achieving results through others.
• Curious about learning and trying new things that can be applied specifically and broadly to improve the customer experience.  
• Ability to develop strong relationships with a vast range of internal and external members and connections across the business.
• Proactively reviews customer expectations, develops plans, and takes pride and ownership to ensure plans are implemented to meet customers’ delivery and installation needs.  Consistently goes above and beyond to ensure customer needs are met. Monitors Haworth’s performance to plan and forecasts changes or potential issues. Clearly communicates progress of initiatives to internal and external customers and creates reports on account status. 
• Ensures all customer related issues are resolved in a timely, effective manner to meet customer’s satisfaction.
• Forecasts and tracks key account metrics (e.g. acknowledgement time, Logistics replan time, Recovery date, RemedyForce ticket processing time, Lead time adherence, New Partner requests, etc.)

Required Qualifications

Education:

• Bachelor's degree. 
• Education Equivalency (if no completed Bachelor's level degree):
• Associate's degree plus 2 years related work experience in a non-transactional customer service role. 
• High school diploma plus 4 years related work experience in a non-transactional customer service role. 
   

Experience: 

• 5 years of work experience in a non-transactional customer service role with a Bachelor's degree or
• 3 years of work experience in a non-transactional customer service role with a Master's degree. 
• Military Equivalency at www.mynextmove.org/vets/find/military

Additionally:

• Ability to work onsite in Holland, MI, without relocation assistance.
• Ability to travel up to 10 percent of the time.  
• Applicants must possess an unrestricted right to work in the US to be eligible for this position.

Preferred Qualifications

• Project management experience or certification is highly preferred. 
• Furniture industry experience highly preferred. 
• Experience in SAP.
• Strong skillset in Microsoft Office Suite.
• Strong interpersonal skills.

Essential Functions

• Build and maintain strong relationships with assigned dealers, serving as a trusted advisor and advocate.
• Support process improvement initiatives to enhance dealer experience and streamline interactions with internal and external customers.
• Develop and deliver engaging training programs to dealers on a wide range of topics, including products, services, and design principles.
• Collaborate effectively with cross-functional teams, such as sales, marketing, and operations, to support dealer success.
• Analyze dealer performance data to identify trends, opportunities, and areas for improvement.
• Develop and execute communication plans to keep dealers informed about new products, services, and company updates.
• Stay informed about industry trends, design innovations, and best practices to provide cutting-edge support to dealers.
• 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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