Who we are :
Steelcase was founded as an office furniture maker, and we've evolved into the global leader in workplace solutions. We apply our insights to the intersection of space, technology, and furniture, helping individuals and teams in leading companies around the world to have a better day at work.
We pursue innovation, strive for sustainability and develop insights in every part of our business.
What you will be doing :
You will be responsible for creating an exceptional customer experience and will be able to provide a complex technical advice, after thorough investigation, on quality, warranty and freight claims.
Partnering with our dealership network, you will provide technical and facts-based clarification for quality claims
Using excellent critical thinking and problem-solving skills, you will define the problem and identifie the appropriate solution while working collaboratively with various Steelcase departments (manufacturing quality, product management, product development, manufacturing engineering, etc.)
Building ongoing relationships with Quality team at plants and with other product specialist within the organization to develop a deep understanding of the product, components, etc.
to determine the best resolution to claims
Providing training and consulting services to others in the company regarding products performance and their service parts
Document accurately relevant details of requests using ERP system in place
You will manage daily vendor purchase order creation by placement into the ERP and follows-up to approval. With a close eye for detail ensuring all data is complete and accurate
Negotiating efficient and cost-wise solutions for dealers and end users as well as offering credits, billing adjustments, product dispositions and parts packages
Partnering with carriers, Steelcase logistics team and Suppliers to determine cost-wise solutions for carrier damages
Monitoring constantly the quality claim progress and communicate in a timely manner to all relevant audiences the progress
Ensure a front-end communication to customers and business-partner for after-sales aspects, utilizing a variety of communication channels (email, phone, etc.)
With a LEAN mind-set and skills (8 steps, Kaizen, Gemba, etc.), provide continuous improvement and feedback on recurrent issues by :
Keeping a critical eye regarding the processes and initiates action
Ensures pragmatic feedback about quality issues or questions received
Identifies process issues and elevates for resolution, taking ownership whenever necessary
Using Visual Management, you will monitor performance metrics relative to quality claim management and translate them into valuable insights
Communicating well with audiences of any size, at any level (both internally and externally) and through a variety of communication channels depending on the situation
Who you are / Qualifications :
Bachelor’s degree in economics, engineering, etc. is preferred
At least 2 years of working experience
Technical affinity / mindset
Teamwork as well as strong customer orientation
Self-initiative and a high degree of sense of responsibility
A solutions-oriented mindset
Systematic and structured approach
Effective communicator, written and verbal. Able to organize thoughts and information before sharing
Taking prompt actions to accomplish objectives and to achieve goals; being proactive
Attention to details, customer focus, problem-solving abilities
English & a second European language is an advantage (German, French, Italian)
IT skills : Microsoft Office, SAP will be a plus
We are proud to have a diverse and inclusive workforce, and we're always looking to get better. We value applicants who are comfortable interacting with people different than themselves.
Women, people of any race or national origin, lesbian, gay, bisexual, and transgender people, veterans, working mothers and fathers, and everyone else are all invited to apply.
Steelcase provides employment opportunities to all qualified employees and applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status and bases all employment decisions only on valid job requirements.