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20 Jun
Customer Engagement Representative - eCommerce

Vacancy expired!

Herman Miller is in search of a Customer Engagement Representative to serve as a point of contact for managing the daily requirements of Herman Miller customers that require general servicing and strategic procurement of furniture needs. You will provide excellent customer service to Herman Miller Store ( customers through problem solving, customer advocacy and decision making. You will work directly with customers to answer questions, make recommendations and ensure that the customer is at the center of our business. This role can be performed remotely.

What you'll do:

You'll have opportunities to design, achieve and build relationships every day as you...

  • Answer incoming phone calls, emails, make outgoing calls and follow up on customer questions ; ensuring customer satisfaction.

  • Conduct lead management, CRM and prospecting activities to evaluate our customers, their needs and the solutions we can provide for best-fit products and services.

  • Develop and promote a valued relationship with current and potential Herman Miller customers through exceptional customer service.

  • Facilitate activities to support Store customers from order receipt through product installation and warranty periods such as returns, replacements, credits, revisions, and cancelations.

  • Independently work with transportation and delivery partners to ensure excellent service and experiences.

  • Provide responses and resolution follow up for HM Store interactive Q&A/Ratings and Reviews.

  • Partner with sales teams to exceed customers service expectations.

  • Perform additional responsibilities as requested to achieve business objectives.

  • Provide support and feedback for product launches, continuous improvement activity and content management.

  • Be the communication interface between external customers and internal resources to respond to customer product needs/issues with a 'First Call Resolution' mindset.

  • Work cross-functionally to bring the customer's feedback and point of view to our teams.

  • Perform additional responsibilities as requested to achieve business objectives.

Does this sound like you?

This might be you if you have the following skills and abilities...

  • Bachelor's degree in Business or equivalent education and professional experience.

  • 2+ years of experience in customer service and support in eCommerce and web support.

  • Problem solving ability, systemic thinking.

  • Highly developed interpersonal skills and ability to exhibit positive customer service.

  • Demonstrated ability to manage multiple projects in a timely manner.

  • Proven organizational and time management skills; must be self-motivated and able to work independently.

  • Possess high energy and a strong sense of teamwork.

  • Willingness to go the extra mile to make customers happy.

  • Effectively use office automation, communication, software and tools currently used in the office environment.

Herman Miller is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

Vacancy expired!

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