At a Glance
- Tasks: Manage service issues and warranty claims to enhance customer experience.
- Company: Join MillerKnoll, a leader in modern design for a sustainable future.
- Benefits: Full-time role with opportunities for growth and a supportive team environment.
- Other info: Diverse workplace committed to equal opportunity and personal growth.
- Why this job: Be a brand ambassador and make a real difference in customer satisfaction.
- Qualifications: 3 years of customer service experience and strong problem-solving skills.
The predicted salary is between 30000 - 36000 £ per year.
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.
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.
- 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.
- Leadership – leading by example.
- Purpose – energy and drive.
- Beliefs – integrity and trust.
- Design – problem solving.
- Connections – relationships.
- Growth – continuous improvement.
- Performance – achieve standards.
- 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.
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. 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.
MillerKnoll is a collective of design brands coming together to remake modern for the 21st century.
After Sales Support Coordinator employer: Knoll Inc.
At NaughtOne, we pride ourselves on being an exceptional employer that values curiosity and individuality. Our down-to-earth and friendly work culture fosters collaboration across global teams, while our commitment to sustainability and innovation ensures that employees are part of something meaningful. With opportunities for professional growth and a focus on operational excellence, joining us as an Associate Product Manager in Harrogate means contributing to a dynamic environment where your skills can truly thrive.
StudySmarter Expert Advice🤫
We think this is how you could land After Sales Support Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Knoll Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Knoll Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace After Sales Support Coordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Knoll Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Knoll Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Knoll Inc.!
How to prepare for a job interview at Knoll Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
