Why join us?
Our purpose is 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.
Customer Experience Lead
Remote - commutable to Melksham when required
GENERAL PURPOSE
Responsible for delivering a best-in-class omnichannel customer experience for Herman Miller Retail Europe (web) and our high performance seating stores, also including customer interaction and overlap within our other business/functional units. Oversees the pre- and post-sales, service and support functions for Herman Miller Entity. Promotes the valued customer relationship with Herman Miller's external customers and internal teams delivering a premium customer experience from order specification and product questions, shipping and delivery, installation, warranty and service of Herman Miller products, processes, and technology.
ESSENTIAL FUNCTIONS
Lead a multi-lingual team responsible for delivering best-in-class service to Herman Miller customers across phone, email, chat, social, and additional communication tools as business needs evolve.
Support WTL with Herman Miller entity customer escalations.
Assist customer experience team by providing answers and directions, and provide WTL with feedback on team member performance.
Coordinate schedule and activities for the team to ensure customer service and SLAs are met across business hours including weekends and holidays.
Demonstrate high level of understanding in regards to business processes, policies and procedures.
Develop and maintain excellent working relationships with internal teams, including the ability to work cross-functionally to deliver an omnichannel customer experience.
Focus on identifying, documenting, and developing process improvements to workflows.
Lead team huddles, coordinate schedules, and periodically review phone, email, chat, sales, and operational volume/metrics to ensure staffing across all hours.
Provide coaching, training, and mentoring of new and existing team members both formally and informally.
Research and implement service solutions to ensure best-in-class customer experience while minimising business risk and maximising potential sales.
Serve as a liaison between customers and internal teams to answer questions, assist with problem-solving, and continuous improvement initiatives.
Support and actively participate in achieving team goals and individual performance planning.
Use HMPS (Herman Miller Performance System) problem solving method to identify and document issues.
Performs additional responsibilities as requested to achieve business objectives.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience
Bachelor's Degree in Business or related field or relevant experience.
4 years of experience in customer experience role, sales role, or eCommerce position that involved extensive communication tools, including phone, email, live chat and/or social.
Experience working in a multi-lingual environment preferred.
Licenses and Certifications
Skills and Abilities
Demonstrated ability to effectively use office automation/communication software tools currently being used in the Herman Miller corporate and retail environment; ability to coach others on these tools.
Exceptional problem-solving ability, systemic thinking.
Ability to coordinate multiple priorities and activities at one time in an efficient and cost-effective manner.
Expert knowledge on products, processes, services, and technologies to support customer needs and project requirements; Herman Miller knowledge preferred.
Excellent account, workload, and time management skills and ability to adapt to flexible scheduling requirements which will require working overtime and/or working nontraditional days including weekends and/or holidays.
Demonstrated experience in working with manufacturing business systems and technology with the ability to quickly adapt to new software.
Proven communication skills: professional verbal and written English, negotiation, listening, empathy, conflict resolution and professional presentation skills.
Demonstrated ability creating, negotiating, and implementing alternative solutions to a request or problem to ensure customer satisfaction.
Ability to positively adapt to and embrace change as demonstrated through learning and applying new skills, procedures or policies and integrating them effectively with existing knowledge and practices.
Proven ability to develop and maintain positive working relationships in a demanding work environment with co-workers, leaders, and customers.
Prior participation on continuous improvement teams/projects and piloting new technology, practices or business enhancements.
Who 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 [email protected].
