After Sales Support Coordinator

After Sales Support Coordinator Skip to main content

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Sales Support Coordinator page is loaded## After Sales Support Coordinator Apply locations:
UK - Melkshamtime type:
Full time posted on:
Posted Todayjob requisition :
JR109292
** 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 Miller Knoll 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 Miller Knoll 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  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
**…