Customer Care Representative

Job title:

Customer Care Representative

Company

MillerKnoll

Job description

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 summaryResponsible for providing direction, facilitation, and diverse assistance to the Herman Miller European retail team. Coordinates key aspects of the customer experience, including order management, direct/indirect customer support, process improvement and customer analysis initiatives to drive customer loyalty and superior customer engagement. The Customer Care Representative acts as the main point of contact and provides aftercare and technical expert product knowledge for all products sold on our online store as well as resolving any emerging problems that our customers might face. The goal is to ensure excellent service standards, to respond efficiently to customer inquiries and maintain a high level of customer satisfaction.Specific responsibilities

• Applies knowledge of specialized processes, policies, and procedures as related to Herman Miller Store team function.

• Assists with coaching, training, and mentoring new and existing team members, both formally and informally.

• Creates and updates work instructions as business needs develop and change.

• Develops and maintains excellent working relationships with inter-departmental teams (Scheduling, Traffic, Manufacturing, Returns, Warehouse, Product Resources, IT, Marketing).

• Identifies optimization opportunities and contributes to online marketing efforts to reach new customers and build customer loyalty.

• Initiates and is responsible for Herman Miller Store order maintenance related work such as returns, replacements, refund and cancellations.

• Maintains high level of competence in Herman Miller capabilities, including process, products, services, and workplace knowledge.

• Participates in cross-functional project teams in an effort to continuously improve performance.

• Serves as Herman Miller Store content expert to contribute to the ongoing administration and improvement of technical tools; including but not limited to eCommerce platform, phone system, call tracking, Syteline Management.

• Supports customer analysis and segmentation activities to optimize marketing efforts and drive both incremental revenue and lifetime customer relationships.

• Identify and assess customers’ needs to achieve satisfaction

• Represent our customer in all internal dialogue to ensure best outcome for the customer.

• Build sustainable relationships and trust with customers’ through open and interactive communication

• Provide accurate, valid and complete information by using the right methods and tools and key stakeholders/contacts within HM

• Handle customer complaints provide appropriate solutions and alternatives; follow up to ensure resolution and customer satisfaction.

• Follow communication procedures, guidelines and policies

• Take the extra mile to engage customers

• Effectively manage customer expectations by conducting open and honest conversations

• Delivering on our promises.

• Achieve and where possible exceed your objectives (KPIs)

Company requirementsHealth & Safety; ensure that safe working practices are followed. Attend safety briefings, as requested. Take responsibility for your own and your co-workers safety in accordance with The Health & Safety at Work Act 1974, and The Management of Health and Safety at Work Regulation 1999 Compliance; ensure compliance with business systems, processes, certification schemes, regulations and legislation relevant to the scope of your role. Support internal quality controls and audits to demonstrate compliance.Job holder requirementsEducation and experienceEssential:Experience in a front-line customer-facing role in a customer-centric organisationFluent and clear written and spoken English language.Preferred:Experience in markets outside the UKDemonstrated success in a customer service or support role in eCommerceEuropean language –German, French, Italian, Spanish, Swedish, Danish, Finnish,Competencies, skills and abilitiesEssential:

• Appreciates the value of positive customer service, and has high expectations for customer satisfaction levels

• Highly developed interpersonal skills

• Strong communicator with high levels of written, verbal and interpersonal skills.

• Proven organisational and time-management competencies, and pays attention to detail

• Possesses high energy, a can-do spirit to go the extra mile for the customer, and a strong sense of teamwork

• Proven ability in using good judgement.

• Remains calm under pressure.

• Is thorough, accurate, and professional at all times

• Ability to work effectively with a variety of internal and external business partners

• Demonstrated ability to effectively use a wide range of office automation, communication, software and technology tools.

Company valuesDesign for the good of humankind❖ We are difference-makers❖ We are all extraordinary❖ We are better togetherWho We Hire?Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. 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.MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at .

Expected salary

Location

Melksham, Wiltshire

Job date

Fri, 27 Jun 2025 00:08:24 GMT

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