Product resource representative

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.

GENERAL PURPOSE

The main purpose of the role is to provide functional support our Product services team. This role is responsible to support to our US product services team and customers by managing the customer kiosk forms. Primarily responsible for handling the warranty requests for the products manufactured in US factories by entering the warranty orders into our system based on the policies and guidelines.

ESSENTIAL FUNCTIONS

General Responsibilities

• Enter, review and process warranty claims for all products, Follow-up on pending warranty claims to bring to resolution.
• Verify the warranty request information’s such as replacement part number, year of manufacturing, finishes and specifications of products, before processing the request and correct them if necessary.
• Verify and approve the customer claims by detailed analysis of the issue description, photos and videos attached.
• Determine and create service parts by referring price books, Service part tool and other available options.
• Act as a bridge between Corporate quality team dealer/customer. Process return good requests to Quality team for research and improvement.
• Learn and develop strong Herman Miller product knowledge to understand the issue also to identify the right service parts to solve the issues.
• Create
• Process freight claims.
• Responds to daily inquires and requests. Manage and provide customer service support to any service request submitted electronically from HMI dealer network.
• Provide product use, installation, repair, warranty, and service information including advanced technical consultation for dealers and consumers within Herman Miller's various customer segments.
• Research and implement alternative service solutions to meet customer satisfaction while minimizing business risk and maximizing potential sales.

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

• Associate degree in business or related field or equivalent years of experience.
• 2- 3 years’ experience in a customer service professional, sales, or a direct commercial customer contact position that involves extensive multimedia (phone, email, web-based) contact; experience in manufacturing or service industry.
• Deeper knowledge of Herman Miller's products, processes, services, and technologies to support customer needs and order requirements.
• Excellent workload and time management skills and ability to work additional hours as needed.
• Established communication skills: professional verbal and written, negotiation, listening, empathy, & conflict resolution as well as professional presentation skills.
• Ability to create, negotiate and implement alternative solutions to a request or problem.
• Demonstrated ability to effectively use office automation software/communication tools currently being used in the    HMI office environment.
• Ability to learn and adapt to ever changing standards.
• Ability to articulate needs for standards or to offer suggestion
• Decision strength – comfortable taking risks and “making the call”
• Ability to work independently

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.