Senior After-Sales Representative

We are hiring a Senior After-Sales Representative to join our team in Cluj. Besides a detailed product knowledge itself that your will build, there is a specific knowledge of different processes, sources and value streams needed across the entire supply-chain, to ensure: 

• a clear and quick detection of any safety and legal risks 
• a high level of customer experience /satisfaction and  
• an efficient and still accurate level of costs for Steelcase.

What You Will Be Doing: 

• Partnering with our dealership network, provide technical and facts-based clarification for quality claims. 
• Treat quality claim requests based on different rules & legal aspects due to warranty - and guarantee policies in different EMEA countries. 
• Using excellent problem-solving skills, you will identify the appropriate solution while working collaboratively with various Steelcase departments (manufacturing quality, product management, product development, manufacturing engineering, etc.). 
• Solutions identified will always have a cost-efficient decision based on our global Steelcase´s claim policies and SQDC (Safety, Quality, Delivery and Cost). 
• Take the lead of entire quality claim lifecycle, from customer claim to delivery. 
• You will supervise 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 diverse communication channels (email, phone, etc.). 
• Able to easily check technical drawings, tolerances due to QAS and existing bill of materials in SAP. 
• Whenever needed, start After Sales codification flows for spare-parts of all sources, plants, and product ranges. 
• Coordination of fitting- and/or service-activities at customer´s site and align with building site management. 
• Ensure technical direct support for end-users, fitters and dealer business-partners for any technical after-sales-support matter by email & phone. 
• Clarify complex complaints within the team and cross-functionally. 
• 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 initiate action and by ensuring pragmatic feedback about quality issues or questions received. 
• The continuous improvement process is aimed to increase the customer experience according to the "Steelcase C-CARE principles” (Collaborate, Anticipate, Respond, Empathize). 
• Re-check and analyze process failures through entire supply chain and elevates for resolution, taking ownership whenever needed. 
• Constantly build a knowledge driven process pre-view for external partner product´s claims 
• Use Visual Management, supervise performance metrics relative to quality claim management and translate them into valuable insights. 
• You are able to communicate 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:  

Required Skills and Competencies  

• Senior level experience 
• Technical affinity / mentality. 
• Critical Thinking. 
• Decision making. 
• Teamwork as well as strong customer orientation. 
• Self-initiative and a high degree of sense of responsibility. 
• A proactive attitude with great communication skills. 
• Good command of MS-Office. 
• Attention to detail  
• Proficient in English (French, German would be a nice to have).  

Preferred Skills and Competencies 

• Bachelor’s degree in economics, engineering, etc. is preferred. 
• Systematic and structured approach. 
• SAP R3 knowledge is an advantage. 

Benefits

At Steelcase, we care about our employees and we want to recognize their effort through a significant package of benefits which includes fixed and flexible benefits (18.590 RON gross per employee/year).

Flexible benefits budget that can be spent on any of the following options:

• Reimbursement of your outside country vacation up to 6000 RON/year and vacation vouchers for Internal tourism
• Trainings and accreditation in accordance with your job description
• Reimbursement for public transportation or fuel
• Meal tickets
• Private pension
• Gift vouchers for special events according to the legislation: Christmas, Easter, 8th March, 1st of June
• Culture vouchers (for bookshops, theaters, cinemas, festivals, concerts etc.)
• Sports discounts for gyms, spa & relax, sport equipment and articles... and others.

Fixed benefits:

• 25-30 days of annual leave (depending on your seniority)
• Healthcare Subscription at Regina Maria: Expert Complete package
• Private Life Insurance, with coverage for temporary work incapacity and critical illness up to 90000 RON
• Private Health Insurance with coverage for hospitalization and surgery costs up to 8000 RON/year
• Financial support for special life events
• Work anniversary and birthday kits
• Learning & Development opportunities via Udemy, EdX, internal trainings etc.
• Office perks: well-being initiatives
• A hybrid model of work and flexible program.

Who We Are:

Steelcase is a global design and thought leader in the world of work. Along with our expansive community of brands, we design and manufacture innovative furnishings and solutions to help people do their best work in the many places where work happens.

Why People Choose to Work with Us:

At Steelcase, we put people at the center of everything we do. We understand the role of work and believe that it can bring meaning and purpose to the lives of our customers and our employees. We prioritize supporting our employees both in and out of work, in all aspects of their lives. When we bring our talents together, we make a positive lasting impact through our work and communities.

Our Approach to Hybrid Work: 

At Steelcase, we have always believed that the office is our best place to work. Our workplace is designed to foster collaboration and engagement, providing employees with a space to do meaningful work that drives results. Levels of flexibility vary by role and team, and employees and their leader need to align on expectations of flexibility.   

What Matters to Us:

More than qualifications, we’re looking for talent and potential. We are proud to have a diverse and inclusive workforce, and we're always looking to improve our global community. We value applicants who are comfortable interacting with people different from themselves, building mutual respect and positive relationships. We invite people from all backgrounds and genders to apply. If we can make the application process easier through accommodation, please email us at myhr@steelcase.com.

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. We are proud to be recognized for our inclusive workforce by the Corporate Equality Index for the past nine years.

If you’re interested in Steelcase, but this isn’t the right time or role, join our Talent Community to be updated on future openings in your area(s) of expertise.