Customer Care Representative
Il y a 2 mois
Why join us?
Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.
Job description
Job title
CUSTOMER CARE COORDINATOR (French speaking)
Purpose of the job
To provide a level of customer care to our dealers and clients which exceeds their expectations for a company such as Herman Miller. Establish relationships with customers based on being a place where they can get ownership and commitment. Represent the needs of the customer back to Herman Miller. Support the customer through the implementation of emerging technologies to make Herman Miller easier to do business with.
Specific responsibilities
Ensure orders are managed through the relevant software platforms and in line with the company’s Order management Policy Train dealer staff and support them in the use of order management software Be empowered to represent the company to the customer and make commitments to the customer Work with the Dealers to maximise opportunities and reduce costs through the value chain Organise and continually improve the process to meet customer demand. Communicate regularly with Dealers to build relationships and deal with issues. Receive feedback from dealers (current offer, lead times, issues) and present this in a constructive manner back to HM using it to drive for improvement. Support the Customer Care Team Leaders and Customer Care Manager in implementing strategic plans and objectives for the function that will enable the overall business plan to be achieved.
Resource management
Financial_:_
Responsibility to ensure that Herman Miller is not exposed to undue risk through the customer order interface process
Contacts and relationships
Internal contacts:
Reports to Customer Care Manager
Contact with the rest of the Customer Care and Logistics team.
Frequent contact with other Herman Miller departments
External contacts:
Customers and Dealers in support of sales and service activity
Person profile
Education and experience
Essential:
Good level of education
Minimum of 2 - 3 years experience in a challenging customer contact role
Able to demonstrate implementations of process improvement
Preferred:
Account Management experience
Competences
Essential:
Comfortable and knowledgeable about technology
Good telephone manner
Business Literate
Understands Herman Miller and it’s processes
Able to design, develop and implement change
Able to understand and conceptualise processes
Able to listen to dealer feedback, distill and present results to the business
Able to use Microsoft Word and Excel
Preferred:
Working knowledge Syteline with a detail knowledge of the order management module
Able to use Lotus Notes Mail
Understanding of Herman Miller Product ranges
Project leadership skills
Characteristics
Essential:
Good interpersonal skills
Confident and authoritative
Articulate - able to communicate verbally and in writing
Makes sure commitments are met
Positive attitude to change and adaptable to meet new challenges
High level of drive, initiative and assertiveness
Innovative and creative in devising solutions to problems
Self motivated - able to work without supervision
Able to work under pressure
Flexible and willing to travel
Who We Hire?
Simply put, we hire everyone. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.
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