MillerKnoll

Senior Product Resource Representative

Senior Customer Care Coordinator

Senior Product Resource Representative needed to provide warranty support for US products. Must have strong communication, problem-solving, and warranty management skills. Experience with MS Office applications (especially Excel and Outlook) required. 

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 About the job
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 Why join us? Our purpose is to 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. Job Description – Senior Product Resource Representative The main purpose of the role is to provide support to our US product services team and customers by Managing the customer kiosk forms. Primarily responsible for handling the warranty requests for the products manufactured in US factories by entering the warranty orders into our system based on the policies and guidelines. Responsibilities: <ul><li>The ability to understand complex warranty requests and how to manage them in the new warranty system satisfying: customer requirements and Business requirements. </li><li>Provide product use, installation, repair, warranty, and service information including advanced technical consultation for dealers and consumers within Herman Miller's various customer segments. </li><li>Research and implement alternative service solutions to meet customer satisfaction. Utilize available technology to maximize product solutions. </li><li>Develop and promote a valued relationship with Herman Miller's network of dealers. </li><li>Secure understanding and support of all customers' business needs in alignment with Sales Operations and corporate capabilities and goals. </li><li>Understand the level of risk &amp; propose mitigation plans and partner with other support teams to resolve requests/issues in a timely manner. </li><li>Identifies, recommends, and implements changes to improve productivity without compromising on quality. Manages activities to attain customer satisfaction. </li><li>Maintain client relationships interface through regular connects and emails Coach team members and provide first level advice on procedures/methods As an individual contributor, you will oversee small teams and/or work efforts You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments. </li><li>Define SLAs in consultation with the management and make efforts to control and maintain them. Develop key performance indicators to measure the effectiveness of the Commercial support team operations. </li><li>Maintain a high level of personal productivity in order entry, set example to team on productivity and quality. Take additional efforts as appropriate to meet peak demands . </li></ul>
Skills Required. <ul><li>Bachelor’s degree or 4 to 6 years of experience. </li><li>Experience in Warranty management. </li><li>Good communication skills written and verbal. </li><li>Ability to perform under pressure and establish strong client relationship. </li><li>Ability to learn quickly and implement the knowledge at work and meet deadlines. </li><li>Ability to coordinate and work with different departments. Decision strength – comfortable taking risks and “making the call” . </li><li>Computer skills – proficient in Microsoft Office applications especially excel and Outlook. </li></ul>
Who We Hire? Simply put, we hire everyone. 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. We’re 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 careers_help@millerknoll.com.
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