Job Description
Do you enjoy solving complex customer issues and bringing clarity to situations where not all the information is immediately available?
Are you someone who builds trust through collaboration, communicates confidently with a wide range of stakeholders, and stays focused under pressure?
If you are motivated by delivering exceptional customer experiences while driving continuous improvement, this could be an opportunity for you.
Helping You Thrive By:
- Offering competitive wages and benefits, that support your life both in and out of work
- Providing a flexible hybrid work schedule, meaning we expect the office to be your primary place of work, balanced with choice and control.
- Creating continuous learning opportunities to help you grow and upskill.
- Fostering a culture of inclusion where employees feel seen, heard and valued and living it out every day.
- Empowering you to make a meaningful impact on people and the planet through your work and Steelcase’s ongoing commitment.
You’ll Support Meaningful Work By:
- Managing the end-to-end quality claim and after-sales case lifecycle, from initial customer contact through resolution, replacement, repair, or closure.
- Partnering with dealers, customers, service providers, and internal teams to investigate issues, provide technical clarification, and deliver effective solutions.
- Coordinating service activities, spare part requests, replacements, and on-site support to ensure timely and cost-effective issue resolution.
- Monitoring claim progress, maintaining accurate documentation in business systems, and communicating status updates to relevant stakeholders.
- Collaborating with Quality, Product Management, Engineering, Logistics, Manufacturing, and Customer Service teams to resolve complex or recurring issues and identify root causes.
- Analyzing recurring defects, process gaps, and supply chain issues while contributing to continuous improvement initiatives using Lean principles and problem-solving methodologies.
- Building trusted relationships with customers and business partners by delivering responsive, solution-oriented support and exceptional service experiences.
Qualifications
Minimum Qualifications
- 3-5 years of professional experience in customer support, customer service, after-sales support, account coordination, or a commercial-facing role.
- German language proficiency at B2 level or higher, with the ability to communicate effectively by phone and email.
- Professional English language proficiency.
- Experience managing customer inquiries, claims, complaints, or service-related issues.
- Demonstrated problem-solving and decision-making skills in a customer-focused environment.
- Ability to collaborate effectively across teams and build positive working relationships with internal and external stakeholders.
Desired Skills and Experience
- Experience working in a manufacturing, quality, after-sales, customer service, or commercial business environment.
- Knowledge of claims management, warranty processes, product quality investigations, or service operations.
- Familiarity with SAP or other enterprise business systems.
- Proficiency with Microsoft Excel, Microsoft Teams, Smartsheet, or similar business tools.
- Experience interpreting technical documentation, drawings, bills of materials, or product specifications.
- Knowledge of Lean continuous improvement concepts, such as root cause analysis, Kaizen, or structured problem-solving methodologies.
- Strong presentation, negotiation, and stakeholder management skills.
- Demonstrated ability to build trusted relationships with customers, dealers, and cross-functional partners.
Additional Information
Doing better for people and planet
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.
Benefits
We offer a package of fixed and flexible benefits (20,400 RON/year).
Flexible budget: vacation reimbursement (up to 7,500 RON/year), transport/fuel, meal tickets, private pension, gift & culture vouchers, sports discounts, and training.
Fixed benefits: 25–30 days annual leave, healthcare (Regina Maria), life insurance (up to 90,000 RON), health insurance (up to 8,000 RON/year), financial support, learning programs, office perks, and hybrid work.
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.
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. If we can make the application process easier through accommodation, please email us at myhr@steelcase.com.
