Customer Experience Product Specialist 1

Customer Support Muscatine, Iowa RequisitionId: 25-2056
Hiring Manager: Nicholas Austin ([email protected])

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Description

Position at HNI Workplace Furnishings

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: 
We are looking for a Customer Experience Product Specialist 1 to join our HNI Workplace Furnishings team. 
 
The Product Specialist 1 is responsible for providing foundational support to internal and external customers, focusing on basic product applications, diagnostics, and installations through a consultative approach. This role involves initial problem-solving and supports corrective actions to ensure customer satisfaction as well as serving as a point of contact for straightforward product-related inquiries. 
 
What You Will Do: 
  • Provide guidance on product usage and processes, encouraging questions from the Customer Experience department and clarifying findings. 
  • Exhibit urgency and independent judgment in analyzing situations and recommending solutions. 
  • Address installation and product queries through various forms of media communications with dealers and installers. 
  • Escalate and monitor product inquiries, directing them to the appropriate external department support as needed. 
  • Assist in developing and delivering product training programs for new hires and existing team members, aligning with best practices for adult learners. 
  • Track corrective action initiatives with operations and other business functions to eliminate recurring issues and improve product quality. 
  • Mentor team members utilize resources to resolve product-related questions and facilitate knowledge sharing by creating and publishing informative articles. 
  • Develop metrics to assess product knowledge confidence within the Customer Experience team and assist in coordinating and facilitating training sessions. 
  • Participate in meetings related to new product launches, discontinuations, daily operations, QMS updates, and product knowledge integration into regular stand-up meetings. 
  • Implement solutions for customer inquiries related to products, leveraging organizational resources to ensure customer satisfaction, and acting as an internal resource for training and content development. 
  • Participate in activities as appropriate to ensure the success of the organization.  
 
What You Have: 
  • High School diploma or equivalent required; Associate’s degree in Business Administration
  • At least 1 year of relevant experience required; 2 years of experience preferred. 

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. We offer benefits starting from Day 1. To learn more, visit www.HNIbenefits.com. Our company endeavors to make www.hnicareers.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 563-272-7400 or via email at [email protected] Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.

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