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Resolutions Manager

Santa Fe Springs, CA, US

For 40 years®, JANUS et Cie has been an industry leader in design-driven furnishings for the outdoors. The luxury lifestyle brand is now seeking a Resolutions Manager to lead the warranty and claims division.

The exceptional team at JANUS et Cie, now part of Haworth and the Poltrona Frau Group along with Poltrona Frau, Cassina and Cappellini, serves commercial, hospitality and residential clients with a dedicated focus on outstanding quality, superior craftsmanship and unparalleled service. The company’s namesake—the Roman god JANUS, whose two faces look both forward and back—is the foundation of a unified mission rooted in tradition, heritage and craft, yet equally dedicated to innovative materials and progressive engineering. This inspired long-term view is realized through the lens of a unique corporate culture that encourages curiosity, creativity and collaboration in the pursuit of excellence. Acclaimed by the most discriminating designers, architects, and juried competitions, the company’s powerful body of work is realized through a top-of-class support team.

Under the direction of the Client Services Director, the Resolutions Manager will be tasked with implementing new initiatives, developing standard operating procedures, and setting policies for the triaging and processing of all claims, globally. In addition, he or she will be responsible for the following duties:

• Developing processes and workflows for handling claims.
• Implementing metrics to create actionable data.
• Creating reports and providing updates to management teams regarding trends.
• Develop and manage the team of Claim Specialists.
• Building and maintaining effective working relationships with sales team, vendors, clients, and end-users.
• Preparing replacement or repair orders.
• Creating and managing complex warranty orders.
• Answering questions regarding manufacturers, defects, or repairs.
• Answering questions regarding the status of claims.
• Resolving issues related to order, shipments, and Limited Warranty.
• Reviewing complex or unusual claim or service situations, interacting with multiple departments or client contacts as needed to provide effective and timely resolution.
• Handle escalated calls.
• Serve as the Warranty contact for the Customer Service team and be a Subject Matter Expert (SME) on customer service issues.
• Other duties as assigned.

The right person for the job will demonstrate the following:

• Ability to manage projects from inception to implementation.
• Ability to network with other departments to accomplish projects or tasks.
• Experience leading a team.
• Detailed individual.
• Sense of urgency and the ability to prioritize.
• Good judgment and the ability to make timely and responsible decisions affecting the needs of the customer.
• Able to build relationships with colleagues and clients.
• Able to juggle multiple projects and handle pressure without letting it distract from the quality of work.
• Self-motivated and able to work with minimal supervision.
• Excellent customer service and communication, including verbal and written, and highly developed organizational abilities.
• Ability to problem solve, multitask, and perform during busy times.
• High energy level and a “can do” attitude.
• Willingness to take initiative to solve customer problems.
• Be able to represent the company with a clear, upbeat, friendly, and professional presence even under pressure.
• Experience in home furnishing/design industry a plus.

Seriously qualified candidates for this career position who believe they can significantly contribute to the success of a growth-oriented and stable company, recognized for quality and brand leadership, may email resume and cover letter to Marlo Smith, Vice President of Human Resources at: References may be requested.

JANUS et Cie is an Equal Opportunity Employer.