Customer Experience Lead

MillerKnoll•Zeeland, MI

About The Position

Responsible for delivering a best in class omni channel customer experience for Herman Miller 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.

Requirements

Bachelor's Degree in Business or related field or relevant experience.
Minimum 4 years of experience in customer service professional, sales, or eCommerce position that involved extensive communication tools, including phone, email, live chat, social preferred.
Exceptional problem solving ability and systemic thinking.
Ability to coordinate multiple priorities and activities at one time in an efficient and cost effective manner.
Expert knowledge of products, processes, services, and technologies to support customer needs and project requirements; Herman Miller knowledge preferred.
Excellent account management, workload, and time management skills and abilities 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, 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.
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.

Responsibilities

Assists customer experience team by providing answers and directions, and provides WTL with feedback on team member performance.
Coordinates schedule and activities for the team to ensure customer service and SLAS are met across business hours including weekends and holidays.
Demonstrates high level of understanding in regards to business processes, policies and procedures.
Develops and maintains excellent working relationships with internal teams, including the ability to work cross functionally to deliver an omni channel customer experience.
Focuses on identifying, documenting, and developing process improvements to workflows.
Leads a 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.
Leads team huddles, coordinates schedules, and reviews daily/weekly phone, email, chat, sales, and operational volume/metrics to ensure staffing across all hours.
Provides coaching, training, and mentoring to new and existing team members both formally and informally.
Researches and implements service solutions to ensure best-in-class customer experience while minimizing business risk and maximizing potential sales.
Serves as a liaison between customers and internal teams to answer questions, assist with problem solving, and continuous improvement initiatives.
Supports and actively participates in achieving team goals and individual performance planning.
Supports WTL with Herman Miller entity customer escalations.
Uses HMPS (Herman Miller Performance System) problem solving method to identify and document issues.
Performs additional responsibilities as requested to achieve business objectives.