After Sales Support Coordinator

Why join us?

Our purpose is 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.

After Sales Support Coordinator

Melksham - SN12 6GN

Job summary

The wider Commercial Support team brings together a number of specialised functions under one service umbrella including Customer Care, Project Management, Design, Sales Support and Corporate Accounts Support. As a team we support and manage orders that move through the business from concept to completion. Through teamwork, synergies and knowledge-sharing our mission is to support and maximise the customer experience whilst dealing with Herman Miller.

As After Sales Support Coordinator, you are responsible for handling all service issues and warranty claims that are received from our dealers, clients and consumers. Demonstrating a customer focused, positive can-do attitude, you will work closely with our quality, operations and product teams to ensure that service issues and warranty claims are dealt with quickly and efficiently and within a 24-hour time frame.

As a brand ambassador, work closely with these clients to gain a full understanding and interpretation of their issues and claims and deliver a high quality and timely response ensuring that our service level agreement is met and ensuring customer retention.

In addition, you will work closely with our internal teams keying and managing orders for HM showrooms, exhibitions and staff purchases.

Specific responsibilities

• Customer focused day to day management of the online Service Issue Form (SIF) ensuring our service level agreement is met. Going the extra mile to ensure a full understanding and interpretation of the issue from the client to deliver a high quality and timely response.
• Empowered to make decisions on processing replacements without photos and as a goodwill if necessary
• Working closely with our quality and operations teams to identify and resolve service issue and warranty claim trends. Are there recurring themes or issues?
• Work closely with the Corporate Accounts team to ensure service issues for Corporate Account projects are resolved quickly
• Become a product expert to ensure complete understanding of our product ranges to assist in the resolution of service issues and warranty claims.
• Take full responsibility for the monthly reporting of SIF requests and ensure we are working towards an improvement in response and resolution time.
• Oversee and manage the processing through to completion of HM showroom orders, exhibition orders and staff purchases.
• Any other tasks that may be required in the Commercial Support team

Job holder requirements

• Minimum 3 years’ experience in Customer Service
• Innovative, critical thinking and problem-solving skills
• The ability to work independently and in a team oriented, collaborative environment
• The ability to effectively prioritise and execute tasks in a high-pressure environment
• Good communication and organisational skills with a strong ability to influence and build relationships with colleagues, dealers and end clients.
• Excellent attention to detail and levels of accuracy
• Excellent customer service orientation

Company values

Leadership – leading by example

Purpose – energy and drive

Beliefs – integrity and trust

Design – problem solving

Connections – relationships

Growth – continuous improvement

Performance – achieve standards

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.

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. 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.