On Time Delivery Associate

MillerKnoll•Chicago, IL

About The Position

The On-Time Delivery team is responsible for providing a seamless and unparalleled client experience during the production and order delivery processes. This position works across Showrooms, Production and Freight to elevate the client experience by proactively addressing production concerns and ensuring orders are delivered on time.

Requirements

3-5 years of experience in a customer service or sales support position
Bachelor’s degree required
Strong client first focus and communication skills
Strong technical skills – Microsoft office required

Nice To Haves

familiarity with small, domestic manufacturing a plus
experience in MTO luxury goods a plus

Responsibilities

Manage the production process with a client first approach. This includes but is not limited to the following processes: Change, hold, and cancellation order management, Date management, In production questions/issues (i.e. COM/COL, inspection images, etc.), Backorder management for Instock product.
Proactively communicate with the Showroom during the production process to ensure client expectations are met.
Manage all orders with a client Requested Delivery Date (RDD) by: Evaluating the client RDD up-front before the order is released for Production. Working with Production/Freight to determine if the RDD can be met. Communicate to Sales the reasons why an RDD cannot be met. This includes presenting other options available for the client. Ensuring all orders with approved RDDs are then scheduled appropriately to meet the client expectation. Tracking the status of these orders to completion If there are any changes (ECD change, freight etc.), that will impact the RDD. Determine best course of action for the client and communicate the plan to the showroom. Working with Freight and Production to ensure the RDD is met.
Manage all Priority orders (MTO orders that are late, orders that have multiple ECD changes, top clients, large projects, etc.) by: Proactively monitor Estimated Completion Dates. Determining the best course of action when there is an ECD change and communicate with the showroom, including detailed reasoning for the change, relevant impacts and potential solutions.