As a Customer Engagement Specialist - eCommerce, you'll provide direction, facilitation, and diverse assistance to the Herman Miller Store team. You will coordinate 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.
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 Herman Miller Group means being a part of something larger than your work team, or even your brand. We create places where people love to be, places that reflect who they are, places that truly matter to people. And our success allows Herman Miller Group to support causes that align with our values, so we can help create a more equitable and sustainable future for all.
What You'll Do
You'll have opportunities to speak up, solve problems, lead others, and be an owner every day asyou . . .
Apply knowledge of specialized processes, policies, and procedures related to the Herman Miller Store team function.
Assist with formal and informal coaching, training, and mentoring of new and existing team members.
Create and update work instructions as business needs develop and change.
Develop and maintain excellent working relationships with interdepartmental teams (Scheduling, Traffic, Manufacturing, Returns Warehouse, Product Resources, IT, and Marketing).
Identify optimization opportunities and contribute to online marketing efforts to reach new customers and build customer loyalty.
Initiate andtake responsibilityfor Herman Miller Store order maintenance-related work such as returns, replacements, credits, revisions, and cancellations.
Maintain ahigh level of competence in Herman Miller capabilities, including process, products, services, and workplace knowledge.
Participate in cross-functional project teams in an effort to continuously improve performance.
Perform additional responsibilities as requested to achieve business objectives.
Serve 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, CQS, and ticket management.
Support customer analysis and segmentation activities to optimize marketing efforts and drive both incremental revenue and lifetime customer relationships.
Use the Herman Miller Performance System(HMPS) problem-solving methods to identify issues and implement countermeasures.
Sound Like You?
You might be just who we're looking for if you have . . .
A Bachelor's degree in Business, Marketing, or equivalent educational and professional experience.
Three to five years of success in customer service, marketing, eCommerce, and/or web support.
An exceptional problem-solving ability and systemic thinking skills. An HMPS or Six Sigma background is preferred.
Strong analytical skills and Excel experience. Experience with web analytics tools such as Google Analytics is a plus.
Excellent written and verbal communication skills.
Highly developed interpersonal skills and the ability to exhibit positive customer service.
The ability to manage multiple projects in a timely manner.
Organizational and time management skills. Youmust also be self-motivated and able to work independently.
High energy and a strong sense of teamwork.
A willingness to go the extra mile to make customers happy.
The ability to use the office automation, communication, software, and tools in the Herman Miller office environment.
The abilityto perform all essential job functions of the position with or without accommodations.
Our Values
Our values speak to our shared beliefs. They describe how we live our purpose through the way we lead, the way we see one another, and the way we approach our work.
We are difference-makers reflects our commitments to creating places that matter, to being a good neighbor in our communities, and to using business as a force for good.
We are all extraordinary is our statement about the worth of individuals and our commitment to help everyone reach their full potential.
We are better together demonstrates how challenging one another, making room for everyone, and working and winning as one makes us stronger.
Who We Hire
Simply put, we hire everyone. Herman Miller 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.
