Customer Care Representative - English and another European language preferred (German/Spanish ideal)

Why join us

Our purpose is to design for the good of humankind. Its 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.

- Are you bilingual with English and another European language (German Spanish preferred but Scandinavian/Italian also useful!)

- Do you have the right personality for customer service for a luxury global brand

If so this may be for you!

Job summary

Responsible for providing direction facilitation and diverse assistance to the Herman Miller European retail team. Coordinates key aspects of the customer experience including order management direct/indirect customer support process improvement and customer analysis initiatives to drive customer loyalty and superior customer engagement. The Customer Care Representative acts as the main point of contact and provides aftercare and technical expert product knowledge for all products sold on our online store as well as resolving any emerging problems that our customers might face. The goal is to ensure excellent service standards to respond efficiently to customer inquiries and maintain a high level of customer satisfaction.

Specific responsibilities

Applies knowledge of specialized processes policies and procedures as related to Herman Miller Store team function.

Assists with coaching training and mentoring new and existing team members both formally and informally.

Creates and updates work instructions as business needs develop and change.

Develops and maintains excellent working relationships with inter-departmental teams (Scheduling Traffic Manufacturing Returns Warehouse Product Resources IT Marketing).

Identifies optimization opportunities and contributes to online marketing efforts to reach new customers and build customer loyalty.

Initiates and is responsible for Herman Miller Store order maintenance related work such as returns replacements refund and cancellations.

Maintains high level of competence in Herman Miller capabilities including process products services and workplace knowledge.

Participates in cross-functional project teams in an effort to continuously improve performance.

Serves as Herman Miller Store content expert to contribute to the ongoing administration and improvement of technical tools; including but not limited to eCommerce platform phone system call tracking Syteline Management.

Supports customer analysis and segmentation activities to optimize marketing efforts and drive both incremental revenue and lifetime customer relationships.

Identify and assess customers needs to achieve satisfaction

Represent our customer in all internal dialogue to ensure best outcome for the customer.

Build sustainable relationships and trust with customers through open and interactive communication

Provide accurate valid and complete information by using the right methods and tools and key stakeholders/contacts within HM

Handle customer complaints provide appropriate solutions and alternatives; follow up to ensure resolution and customer satisfaction.

Follow communication procedures guidelines and policies

Take the extra mile to engage customers

Effectively manage customer expectations by conducting open and honest conversations

Delivering on our promises.

Achieve and where possible exceed your objectives (KPIs)

Company requirements

Health & Safety; ensure that safe working practices are followed. Attend safety briefings as requested. Take responsibility for your own and your co-workers safety in accordance with The Health & Safety at Work Act 1974 and The Management of Health and Safety at Work Regulation 1999 Compliance; ensure compliance with business systems processes certification schemes regulations and legislation relevant to the scope of your role. Support internal quality controls and audits to demonstrate compliance.

Job holder requirements

Education and experience

Essential:

Experience in a front-line customer-facing role in a customer-centric organisation

Fluent and clear written and spoken English language.

Preferred:

Experience in markets outside the UK

Demonstrated success in a customer service or support role in eCommerce

European language German French Italian Spanish Swedish Danish Finnish

Competencies skills and abilities

Essential:

Appreciates the value of positive customer service and has high expectations for customer satisfaction levels

Highly developed interpersonal skills

Strong communicator with high levels of written verbal and interpersonal skills.

Proven organisational and time-management competencies and pays attention to detail

Possesses high energy a can-do spirit to go the extra mile for the customer and a strong sense of teamwork

Proven ability in using good judgement.

Remains calm under pressure.

Is thorough accurate and professional at all times

Ability to work effectively with a variety of internal and external business partners

Demonstrated ability to effectively use a wide range of office automation communication software and technology tools.

Company values

Design for the good of humankind

We are difference-makers

We are all extraordinary

We are better together

Who We Hire

Simply put we hire qualified applicants representing a wide range of backgrounds and abilities. 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. Were committed to equal opportunity employment including veterans and people with disabilities.

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact MillerKnoll Talent Acquisition at .