The Manager of Customer Care is responsible to lead a Herman Miller Customer Care team supporting our dealer network, sales, manufacturing, distribution, procurement, for the customer service strategy and deployment for Herman Miller and Sales Operations team. Plans and directs all aspects of the organization's customer service policies, objectives, and initiatives. Relies
on extensive experience and judgment to plan and accomplish goals. The individual must provide strong leadership, service strategy and solutions that tie the Herman Miller dealer network, sales, manufacturing and Sales Operations together to better serve the needs of customers. Our customers include dealers, end users customers, and internal departments.
ESSENTIAL FUNCTIONS
Analyze trends, reports, and developments for the department and marketplace that may affect the needs or service offered to customers to maintain a competitive edge.
Assist in career and performance development of all direct reports, as well as indirect team members.
Assist the Customer Care Director, as needed.
Create and maintain productive working relationships with various internal HMI departments (operations, scheduling, sales, credit, contracts, etc.) aimed at ensuring the best service for our customers.
Facilitate various department or customer needs through multi-manufacturing and distribution facilities, teams and contacts.
Handle difficult team member issues and acts as a liaison between People Services and Customer Care.
Maintain high dependability to support daily customer and team needs.
Oversee the operations of a large staff of team members whose objective is to provide excellent customer service in a customer relationship management environment to an office furniture market approximately $2 billion in size.
Participate in budget preparation, forecasting, and recommendations based on findings.
Performs additional responsibilities and participates in special projects as requested by management.
Provide leadership to develop and implement special projects that will benefit the growth and development of the department.
Provide mentoring and coaching to team members through quality monitoring applications to ensure team development and customer satisfaction. (customer satisfaction surveys, peer evaluations, performance plans, NICE)
Provides direction and leadership to various Customer Care roles (work team leaders, consultants, specialists, advocates, & representatives) supervising 15 to 25 team members. This requires development methods to improve productivity and the overall quality of work by each functional service area. (Regional, Government, Global accounts, International, and E-Services)
Represent the company when meeting with customers, dealers, and sales personnel in facilitating solutions to specific customer needs.
Troubleshoot and resolve non-routine customer complaints.
Performs additional responsibilities as requested to achieve business objectives.
Additional Essential Functions
Performs additional responsibilities as requested to achieve business objectives.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience
BA in business, social sciences, or equivalent years of experience.
Minimum of (5) five years leadership and related business experience.
Skills and Abilities
Proven ability to link customer satisfaction, quality, and financial performance.
Thorough knowledge of Herman Miller's products, services, policies, and procedures, or equivalent industry or customer service
experience.
Excellent project, program, and time management skills.
Excellent interpersonal skills in dealing with individual contacts from various levels and locations, both internal and external to HMI.
Demonstrated ability to develop and lead a team to ensure delivery of excellent service to customers. Able to bring team members through changing business requirements.
Ability to generate and exhibit excitement about the opportunity for customer services and to serve in the role of change-agent on an ongoing basis.
Extensive experience with customer relationship management technology and corporate infrastructure. (Mainframe, AS400, Lotus Notes, Nortel Symposium, MS Office)
Must possess strong organizational, communication, problem solving, decision-making, and interpersonal skills.
Must have well-developed planning and organizational skills, time management skills, and the ability to work well under pressure.
Must be able to successfully adopt and implement changing business requirements.
Must be able to present a positive image both within the corporation and to the public.
Must be able to meet and work well with all levels of employees, visitors, customers, dealers and vendors.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Must be able to perform all essential functions of the position with or without accommodations.