Customer Experience Specialist

MillerKnoll • East Greenville, PA

1d

About The Position

Why join us? Our purpose is 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. Responsible for cultivating and promoting the long-term customer partnership with key accounts. Manage dealer and direct contract business activities from order specification, placement, delivery, installation and service of MillerKnoll's products, processes and technology. Provide extensive service and consultation to MillerKnoll’s Distribution network and primary cross functional areas. Develop and maintain excellent relationships with customers, co-workers, and functional areas to ensure customer satisfaction. ESSENTIAL FUNCTIONS Acts as a key contact for pre-order consultation with MillerKnoll Sales and network of dealers as well as for the MillerKnoll Executive Sponsor responsible for key accounts. Acts as a project liaison between the customer/dealer/agency and MillerKnoll’s primary cross functional areas, including Operations. Facilitates MillerKnoll compliance with customers' contractual requirements. Generates reports and data in response for customer needs. Conducts proactive project and order activities, processes and provides service information to various customer segments. Leverages all resources to delivers reports and projects on time, adhering to cost and quality standards. Researches and develops alternative project solutions that meet customer satisfaction and minimize business risk or maximize potential sales. Escalates customers' requests as necessary. Develops and promotes valued relationships with dealer network as assigned. Maintains accurate record of daily communications, ongoing issues, and resolutions taken. Responsible for generating and maintaining proper documentation while complying with ISO work instructions and departmental standards, Proposes ideas for improvements to work-flow processes and participates on cross-functional project teams in an effort to continuously improve performance. Coaches, trains, and mentors new and existing team members both formally and informally. Collects, maintains and analyzes data on large and/or complex accounts for use in improving and enriching the customer relationship in collaboration with MillerKnoll’s Sales Organization, dealer network and business segments. Creates and delivers Customer Experience training initiatives with assigned customers on an ongoing basis and travels as necessary to provide overview of processes and services in conjunction with their needs. Provide project management for all assigned customer/dealer/agency projects to ensure appropriate product delivery and staging for efficient installation Performs additional responsibilities as requested to achieve business objectives

Requirements

• Bachelor's degree, or equivalent years of experience.
• 6-7 years' experience in a customer service professional, sales, or a direct commercial customer contact position that involves extensive multi-media (phone, email, web-based) contact; manufacturing or service industry preferred
• Experience with sales operations or in contract furniture industry with strong understanding of market and distribution channel
• Demonstrated experience working with business systems and technology
• Exceptional communication and presentation skills: professional verbal, written, negotiation, listening, empathy, conflict resolution skills.
• Demonstrated expertise creating, negotiating and implementing alternative solutions to a request or problem.
• Proven ability to link customer satisfaction, quality and financial performance.
• Analytical skills required - analysis, problem solving and project management.
• Highly developed planning and organizational skills, time management skills
• Ability to positively drive and lead change as demonstrated through learning and applying new skills, procedures or polices and integrating them effectively with existing knowledge and practices.
• Demonstrated ability leading and/or participating on continuous improvement teams/projects and pilot new technology, practices or business enhancements
• Must be able to perform all essential functions of the position with or without accommodation
• Proven ability to develop and maintain positive working relationships

Responsibilities

• Acts as a key contact for pre-order consultation with MillerKnoll Sales and network of dealers as well as for the MillerKnoll Executive Sponsor responsible for key accounts.
• Acts as a project liaison between the customer/dealer/agency and MillerKnoll’s primary cross functional areas, including Operations.
• Facilitates MillerKnoll compliance with customers' contractual requirements.
• Generates reports and data in response for customer needs.
• Conducts proactive project and order activities, processes and provides service information to various customer segments.
• Leverages all resources to delivers reports and projects on time, adhering to cost and quality standards.
• Researches and develops alternative project solutions that meet customer satisfaction and minimize business risk or maximize potential sales.
• Escalates customers' requests as necessary.
• Develops and promotes valued relationships with dealer network as assigned.
• Maintains accurate record of daily communications, ongoing issues, and resolutions taken.
• Responsible for generating and maintaining proper documentation while complying with ISO work instructions and departmental standards
• Proposes ideas for improvements to work-flow processes and participates on cross-functional project teams in an effort to continuously improve performance.
• Coaches, trains, and mentors new and existing team members both formally and informally.
• Collects, maintains and analyzes data on large and/or complex accounts for use in improving and enriching the customer relationship in collaboration with MillerKnoll’s Sales Organization, dealer network and business segments.
• Creates and delivers Customer Experience training initiatives with assigned customers on an ongoing basis and travels as necessary to provide overview of processes and services in conjunction with their needs.
• Provide project management for all assigned customer/dealer/agency projects to ensure appropriate product delivery and staging for efficient installation
• Performs additional responsibilities as requested to achieve business objectives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level