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Customer Engagement Rep - Ecommerce
Company | MillerKnoll |
Address | , Remote |
Employment type | FULL_TIME |
Salary | $27.70 - $34.33 an hour |
Expires | 2023-08-01 |
Posted at | 11 months ago |
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.
Our Customer Service 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. You will be responsible for delivering excellent customer service to our customers through problem-solving, customer advocacy, and decision making. You’ll work directly with customers to answer questions, make recommendations, and ensure that the customer is at the center of our business.
What you will do:
- Answers incoming phone calls, emails, makes outgoing calls and follows up on customer questions in a timely and accurate manner; ensuring customer satisfaction.
- Works cross-functionally to bring the customer's feedback and point of view to internal teams.
- Develops and promotes a valued relationship with current and potential Herman Miller customers through exceptional customer services.
- 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.
- Performs additional responsibilities as requested to achieve business objectives.
- Facilitates activities in support of Store customers from order receipt through product installation and warranty periods such as returns, replacements, credits, revisions, and cancelations.
- Problem solves, de-escalates as well as monitoring and providing responses, and resolution follow up for customers.
- Works independently with transportation and delivery partners to ensure excellent service and experiences.
- Provides support and feedback as needed for product launches, continuous improvement activity and content management.
- 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. Partners with sales teams to meet and exceed customers service expectations.
This might be you if you have the following skills and abilities:
- Business experience preferred
- Highly developed interpersonal skills and ability to exhibit positive customer service.
- Demonstrated ability to manage multiple projects in a timely manner.
- Must be able to perform all essential functions of the position with or without accommodations.
- Organizational and time management skills; must be self-motivated and able to work independently.
- Demonstrated ability to effectively use office automation, communication software, and tools currently used in the HMI office environment.
- 2-3 years of demonstrated success in customer service and support in eCommerce and/or web support preferred
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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