Senior Customer Care Coordinator

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 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.

Job Description

The role will take on accountability for effective support in end-to-end management of customer orders – including but not limited to reviewing orders and to facilitate procurement of product from our vendors to fulfill those orders.

While maintaining a targeted personal productivity and entering and managing orders with high quality, this role requires deeper knowledge and understanding of supply chain activities to solve problems and escalations. On a day-to-day basis – working with multiple stakeholders including Dealers, Sales, Operations, Finance, Purchasing and Product Management.

Responsibilities

• Maintain a high level of personal productivity in order entry and order management, set example to team on productivity and quality. Take additional efforts as appropriate to meet peak demands.
• Understand policies and processes and yet exercise judgement and flexibility in their implementation to allow for reasonable advancement of business activity without rigid and inflexible approach.
• Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and procedure)
• Acts as single-point-of-contact to the customer for order inquiries and escalations
• Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions.
• Proactively identify and help implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provide scalable solutions.
• Maintain a good working relationship with key stakeholders such as Sales, Operations and Finance, have periodic meetings with them to share expectations/updates and discuss challenges/solutions.

Skills & Requirements

• Bachelor's degree in any field with 4 to 5 years of experience.
• 4 years’ experience as a customer Care Coordinator in a commercial oriented role like Order to Cash or Procure to Pay.
• Performed role of an expert and a Point of contact to team/stakeholders on complex process matters.
• Experience in working with stakeholder relationships – Customers, Team, Internal departments, External suppliers etc.
• Great interpersonal skills with an ability to build stakeholder relationships, and manage escalations, conflicts and disputes while preserving relationships.
• Good communication skills written and verbal. Articulate problems, solutions in critical/escalated situations.
• Finance literate – understands how Purchase Orders, Contracts, Invoices, Sales Orders, Credit Notes etc. work and has appreciation of compliance on financial documentation.

Who We Hire?

Simply put, we hire everyone. 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.