Customer Engagement Rep - eCommerce

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.

About this opportunity:
Serves as a point of contact for managing the day-to-day requirements of Herman Miller customers that require general
servicing as well as strategic procurement of furniture needs. Responsible for delivering excellent customer service to Herman
Miller Store (store.hermanmiller.com) customers through problem solving, customer advocacy and decision making. Works
directly with customers to answer questions, make recommendations and ensure that the customer is at the center of our
business.

ESSENTIAL FUNCTIONS

• Answers incoming phone calls, emails, makes outgoing calls and follows up on customer questions in a timely and accurate

• manner; ensuring customer satisfaction.

• Conducts lead management, CRM and prospecting activities to evaluate our customers, their needs and the solutions we can

• provide for best-fit products and services.

• Develops and promotes a valued relationship with current and potential Herman Miller customers through exceptional customer

• services.

• Facilitates activities in support of Store customers from order receipt through product installation and warranty periods such as

• returns, replacements, credits, revisions, and cancelations.

• Independently works with transportation and delivery partners to ensure excellent service and experiences.

• Monitors, provides responses and resolution follow up for HM Store interactive Q&A/Ratings and Reviews.

• Partners with sales teams to meet and exceed customers service expectations.

• Performs additional responsibilities as requested to achieve business objectives.

• Provides support and feedback as needed for product launches, continuous improvement activity and content management.

• Serves as the communication interface between external customers and internal resources for the purpose of responding to

• customer product needs/issues with a 'First Call Resolution' mindset.

• Willingness and ability to help out with the team as necessary.

• Works cross-functionally to bring the customer's feedback and point of view to internal teams.

• Performs additional responsibilities as requested to achieve business objectives.

• Additional Essential Functions

• 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

• Licenses and Certifications

• Skills and Abilities

• Bachelor's degree in Business or equivalent education and professional experience.

• 2-3 years of demonstrated success in customer service and support in eCommerce and/or web support.

• Exceptional problem solving ability, systemic thinking.

• Demonstrates excellent written and verbal communication skills.

• Highly developed interpersonal skills and ability to exhibit positive customer service.

• Demonstrated ability to manage multiple projects in a timely manner.

• Proven organizational and time management skills; must be self-motivated and able to work independently.

• Possesses high energy and a strong sense of teamwork.

• Willingness to go the extra mile to make customers happy.

• Demonstrated ability to effectively use office automation, communication, software and tools currently used in the HMI office

• environment.

Must be able to perform all essential functions of the position with or without accommodations.
Additional Skills and Abilities
 

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. H