About this opportunity:
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.

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.

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.