Customer Experience Specialist

HNI Corporation is a global family of brands for the workplace and home dedicated to enhancing the spaces where we live, work, and gather. We pride ourselves on fostering an environment where we make a positive impact on others; upholding our beliefs in integrity, inclusion and belonging.

Your Impact Starts the Day You Do!

What We Need:

What You Will Do:

• Utilize communication strategies to partner with customers and understand the root cause of issues and investigate options for resolution. 
• Drive consistent high-quality work while being efficient and effective in developing strategies to organize and prioritize workload, track on-going customer requests, and complete timely follow-up via phone or email.
• Build relationships with both internal and external customers by exercising sound judgement, helping to enhance the Customer Experience brand, and advocating to resolve customer concerns.
• Enter essential data into business systems to complete necessary functions such as: service requests, part replacements, product orders, etc.
• Escalate complex issues to appropriate teams or managers for resolution.
• Manage electronic orders and enter essential data into business systems to complete necessary order management functions.
• Audit electronic orders for accuracy and specific requested services, transfer the information into appropriate systems to process the order.
• Read and interpret contracts, apply restrictions, and contract specifications appropriately.
• Embrace continual learning with the capacity to accept continuous change.
• Consistently achieve individual and team goals. 
• Collaborate with team members and managers to identify areas for improvement in processes to ensure the success of the organization. 
• Maintain a positive and professional attitude, even during challenging interactions, to uphold the company's reputation for excellent customer service.

• High School diploma or equivalent required. Associate degree preferred.
• 1 year of experience in relevant business environment required, 2 years of experience preferred.

What You’re Good At:

• Working knowledge and familiarity in computer skills and Microsoft Office required.
• Working knowledge of contractual PPCA agreements preferred.
• Strong and effective communicator in dealing with customer interactions and resolving issues effectively required.
• Working knowledge and familiarity in written and verbal, including but not limited to writing reports, meetings, email, and phone required.
• Ability to identify problems by being resourceful and actionable required.
• Has working knowledge and/or familiarity with organizational structure and processes preferred.
• Effectively works in a team environment required.
• Understands the organization’s mission and acts accordingly required.

HNI Corporation (NYSE: HNI) is a manufacturer of workplace furnishings and building products, operating under two segments.  The workplace furnishings segment is a leading global designer and provider of commercial furnishings, going to market under multiple unique brands.  The residential building products segment is the nation’s leading manufacturer and marketer of hearth products.

As one of the larger employers in Iowa, HNI Corporation was recognized in 2018, 2019, and 2020 for the diversity of our Board of Directors and was named in 2020, 2021, and #6 in 2022 as one of America's Most Responsible Companies by Newsweek. 

How we act today protects how we live tomorrow.  Check out our CSR Report here: https://www.hnicorp.com/social-responsibility

Diversity, equity, and inclusion (DEI), are not just core beliefs at HNI - they are operational imperatives.  We value each other’s differences in experiences and ideas to solve problems and better serve ou