You can make a salary. Or you can make a difference. Or you can work as a Customer Engagement Representative at Herman Miller and make both.
About this Opportunity As a Customer Engagement Representative - eCommerce, you'll serve as a point of contact for managing the day-to-day requirements of Herman Miller customers that require general servicing as well as strategic procurement of furniture needs. You will deliver excellent customer service to Herman Miller Store customers through problem-solving, customer advocacy, and decision making. You'll work directly with customers to answer questions, make recommendations, and ensure that the customer is at the center of our business.
What You'll Do You'll have opportunities to speak up, solve problems, lead others, and be an owner every day as you . . .
Answer incoming phone calls and emails, make outgoing calls, and follow up on customer questions in a timely and accurate manner, 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 in support of 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.
Monitor, provide responses, and follow up for Herman Miller Store interactive Q&A/Ratings and Reviews.
Partner with Sales teams to meet and exceed the customer's service expectations.
Provide support and feedback as needed for product launches, continuous improvement activity, and content management.
Serve as the communication interface between external customers and internal resources for the purpose of responding 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 internal teams.
Perform additional responsibilities as requested to achieve business objectives.
Sound Like You? You might be just who we're looking for if you have . . .
A Bachelor's degree in Business or equivalent education and professional experience.
Two years of demonstrated success in customer service and support in eCommerce and/or web support.
Exceptional problem-solving ability and systemic thinking.
Excellent written and verbal communication skills.
Willingness and ability to help out with the team as necessary.
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.
The ability to be self-motivated and to work independently.
High energy and a strong sense of teamwork.
Willingness to go the extra mile to make customers happy.
The ability to perform all essential job functions of the position with or without accommodations.
Who We Are At Herman Miller, our unique culture represents the collective attitudes, ideas, and experiences of the people who work here. We focus on protecting the environment, impacting our communities, exceeding the expectations of our customers through high quality products, and championing diversity in all areas of the business, and together we are on a journey toward a better world. We support the well-being of our employees in and outside of work by providing a variety of opportunities including award-winning work-life integration resources, development programs, complex health and wellness offerings, and much more.
Herman Miller is a globally recognized provider of furnishings and related technologies and services. Headquartered in West Michigan, we have relied on innovative design for over 100 years to solve problems for people wherever they work, live, learn, and heal.
Herman Miller is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.
