Customer Care Representative

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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