Customer Engagement 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 HermanMiller 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 HermanMiller to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

The Customer Engagement Rep 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.

RESPONSIBILITIES

• 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.

EXPERIENCE & SKILLS

• 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.
• 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.

Who We Hire?

Simply put, we hire everyone. HermanMiller 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.

A starting compensation range for this role is $28.50 - $35.33. Relevant salary considerations will include candidate qualifications and experience, other business/organizational needs and market factors . You may also be eligible to receive a geographic premium, annual discretionary incentive and equity awards which are subject to the rules governing these programs. The company offers a full spectrum of benefits including Medical, Prescription Drug, Dental, Vision, Health Savings Account, Dependent Day Care Savings Account, Life Insurance, Disability and Other Insurance Plans, Paid Time Off (including Vacation and Parental Leave), Holidays, 401(k), and Short/Long Term Disability, in addition to other special perks reserved for our associates.

This organization participates in E-Verify Employment Eligibility Verification. In general, MillerKnoll positions are closed within