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 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 B2C Customer Support Supervisor to join our team.
As a B2C Customer Support Supervisor, you will:
The B2C Customer Support Supervisor duties include Manages the day-to-day operations of the Customer Service Team while providing leadership to ensure Haworth achieves true customer satisfaction due to services and overall "easy to do business with" philosophy to differentiate Haworth from its competitors. Communicating customer service objectives to the B2C Customer Support and Resolutions Team, as well as the broader B2C organization. Instills a customer first philosophy within the organization that ensures Haworth is meeting customer needs by listening to the voice of the customer.
Responsibilities of this role will include (but not limited to):
Supervises Customer Service/CX Specialists focused on meeting customers' complete order-related needs, assuring total customer satisfaction.
Owns and creates Haworth policies and processes for corrections.
Develops, deploys, and maintains data and reporting supporting measurement of Key Performance Indicators (KPI).
Works collaboratively in team effort with other departments to ensure complete coordination of all processes and service delivery across all teams, including supporting customer requirements, preventing service issues, balancing staff availability, and assuring attainment of team/department goals.
Manages direct customer interfaces to prevent issue escalation, negotiates resolutions, and resolves complex issues to customer's satisfaction, while protecting financial interests of Haworth.
Develops and deploys process changes within and across B2C teams to create consistent operating efficiencies and make Haworth easier to do business externally.
Develops and administers B2C Customer Support policies in accordance with Standard Operating Procedures (SOPs) and departmental task procedures to ensure a consistent customer experience at the highest satisfaction rate.
Recommends and measures appropriate B2C Customer Support activities; implements plans to improve operations and meet service commitments and customer KPI.
Identifies, develops, and implements B2C Customer Support training plans (including call monitoring and internal and external surveys) to enhance member skills and abilities for improved service results.
Communicates performance relative to defined KPI to all levels of the organization, along with progress updates on key initiatives.
Leads and participates in Quality Improvement Process (QIP), Problem Solving, and other continuous improvement activities with department members, as well as interdepartmental and cross-functional teams.
Do you have these required qualifications?
Bachelor's degree in business-related field or equivalent job-specific work experience.
Five years customer service experience in retail/ecommerce environment.
Current and continuing right to work in the United States without sponsorship.
Do you have these preferred qualifications?
At least one year leadership experience preferred.
Excellent written, verbal, and presentation skills.
Advanced knowledge of Microsoft Excel.
Continuous improvement and problem-solving background strongly preferred.
PC literacy, including keyboard, mouse, word processing, spreadsheet, and electronic mail skills required.
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 .
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As an EEO/AA employer, the organization 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.
