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.
GENERAL PURPOSE
Support and promote the valued customer relationship with Herman Miller's network of dealers and direct contract business activities from order specification, placement, delivery, installation, warranty, full life cycle and service of Herman Miller's products, processes and technology. Provide extensive service and support to Herman Miller's Distribution network and primary functional areas (Sales, Distribution, Marketing, Manufacturing, Finance and Quality). Develops and maintain excellent working relationships with customers, co-workers, and functional areas to ensure customer satisfaction.
ESSENTIAL FUNCTIONS
Act as a product liaison between the customer/dealer/agency and Herman Miller's business segments.
Assist with coaching, training, and mentoring new and existing team members both formally and informally
Demonstrate, maintain and continuously strengthen product knowledge (including historical perspectives), installation processes, policies and procedures.
Document and elevate issues to next-level support per standards.
Maintain issue/resolution history of all customer interactions according to department standards.
Participate on cross-functional project teams to continuously improve performance.
Respond to inquiries about standard product related specification, application, adjustment, installation, service/warranty, , and general information for multiple product queue(s), and when necessary elevate inquiries to the appropriate levels.
Seek expertise, perspectives, and alternatives from a variety of sources
Support and actively participate in achieving team metrics and individual performance.
Use planning guides, price books, Product Price Lookup, Service Parts, Q&A, knowledge library, and other available technology to answer/resolve inquiries.
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
Associate's Degree in business or a related field. or equivalent combination of education and experience years of experience
1 years of experience in a customer service professional, sales, or a direct commercial customer contact position that involved extensive multimedia contact (phone, email, web-based), or related fields.
1 years of experience in cross functional experience with relevant installation, manufacturing, Herman Miller Performance System and engineering as it relates to the position.
Licenses and Certifications
Skills and Abilities
Positively adapts to and embraces change as demonstrated through learning and applying new skills, procedures or policies and integrating them effectively with existing knowledge and practices.
Proven communication skills: professional verbal and written, negotiation, listening, empathy, conflict resolution and professional presentation skills.
Good account, workload, and time management skills and ability to adapt to flexible scheduling requirements.
Must have demonstrated ability to effectively use office automation/communication software and tools currently being used in the HMI office environment and the ability to adapt to new software.
Mechanical and technical aptitude.
Proven ability to develop and maintain positive working relationships in a demanding work environment with internal and external business partners
Intermediate problem-solving ability, systemic thinking.
Broad knowledge and understanding of products, processes, services, and technologies to support customer needs and project requirements; knowledge, exposure, and experience with Herman Miller products and services preferred.
Understand standard engineering language/terminology/jargon.
Demonstrated ability creating, negotiating and implementing alternative solutions to a request or problem to ensure customer satisfaction.
Owns problems requiring research outside of the core support tools or beyond Level 1 complexity.
Ability to read and understand Bill of Material documents and work in product specification and design tools.
Ability to coach others on office automation/communication software and tools currently being used in the HMI office environment.
Demonstrated experience in working with manufacturing business systems and technology.
Additional Skills and Abilities
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Must be able to perform all essential functions of the position with or without accommodations.
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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