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 outhere!
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
8 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 DTC Customer Service/CX Specialist to join our team! This position is fully remote working Monday-Friday from 8am-5pm PST.
As a DTC Customer Service/CX Specialist you will:
Proactively address issues and concerns for the organization's DTC customers. Work with DTC team as well as cross-functionally to ensure a positive customer experience. Capture metrics and report on analytics that capture the customer experience and utilize these to recommend process improvements.
Some of the responsibilities include (but not limited to):
Champions ideas based on customer feedback. Collaborates with team to define solutions and influence priorities.
Ensures all customer-related issues are resolved in a timely and effectively provides an easy and delightful customer experience.
Proactively addresses issues rather than simply reacts.
Creates and drives forward a CS/CX vision and roadmap. Attends internal meetings, tracks metrics, organizes projects, and removes road blocks.
Creates and tracks metrics to quantify the customer experience and brings visibility across the organization, escalating as needed.
Organizes and analyzes customer data to improve the current experience and predict future needs.
Reviews proposed releases/product/process/changes and provides feedback and recommendations.
Engages cross-functional teams when necessary to troubleshoot or resolve identified breakdowns having a significant impact on Net Promoter Score (NPS) or customer experience.
Monitors and responds to customer feedback from sources including customer surveys, reviews, social media reviews, emails, letters, phone calls, etc. Escalates matters to COO or ownership with recommendations on resolution activities when necessary.
Tracks all feedback for review with the B2C team to ensure follow through to resolution as well as collects and analyzes feedback data.
Do you have these required qualifications?
Bachelor's degree or equivalent
2-3 years experience in a customer facing role
Do you have these preferred qualifications?
Retail or ecommerce experience preferred
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.
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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.