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.
Customer Experience Facilitator; Ancillary Specialist
J o b D e s c r i p t i o n
GENERAL PURPOSE
Responsible for coaching, mentoring and partnering with the Customer Experience team through process issues, escalations and problem solving with internal stake holders, with a focus on Ancillary.
The primary objective of this Ancillary Facilitator is to collaborate across our seven ancillary brands to enhance the customer experience and bolster brand loyalty with our dealer partners, ultimately driving growth in MillerKnoll’s ancillary revenue within the Americas Contract business. Responsibilities include utilizing all MillerKnoll systems for order processing, acknowledgment, and management of critical lead-time projects, as well as overseeing single-ship date order management. This position will also act as a liaison with supply management to handle supply exceptions and adjust lead times based on customer requests, serving as the main point of contact for customer care. Additionally, this role will contribute feedback to the Ancillary Growth and Strategy team to support ongoing improvement efforts.
ESSENTIAL FUNCTIONS
• First line of defense to manage day to day operational challenges within Customer Experience team.
• Own escalations from the Customer Experience team and business resolution for Internal or External channels
• Coach, teach, and mentor team members
• Document processes and learnings to improve response to problem solving capabilities, leads training initiatives of team members in standardized work
• Consult with cross functional value streams as needed across the MillerKnoll network, managing opportunities from team and from stakeholders
• Acts as liaison across peers and between associates and Leaders, effectively collaborating, informing, consulting and aligning on priorities and business needs
• Utilizes a structured approach to problem solving and implement continuous improvement
• Inform development of strategy and responsible for executing strategic plans and implementing tactics in partnership with cross functional peers
Collaborate as an extension of the Concierge team, serving as the ancillary expert to navigate the nuances of MillerKnoll’s various ordering systems and lead time processes across our ancillary brands. This role is focused on streamlining operations and creating a positive dealer experience to drive more business and increase MillerKnoll revenue.
• Serve as the primary point of contact across ancillary brands for short lead-time projects.
• Facilitate ancillary orders by utilizing all MillerKnoll systems to process, acknowledge, and manage orders.
• Verify and provide recommendations for order and fulfillment processes.
• Manage lead times based on actual Customer Request Dates (CRD).
• Offer single ship date order management and act as the sole contact for the Customer Experience Specialist.
• Monitor real-time product stock levels.
• Serve as a liaison between supply management and the execution/management of supply exceptions.
• Monitor real-time lead times across all brands.
• Collaborate with the Ancillary Growth and Strategy team to provide continuous feedback for improvements.
QUALIFICATIONS
Education/Experience
• Bachelor's degree in business, social sciences, or equivalent years of experience
• 6-7 years' experience in a customer service professional, sales, or a direct commercial customer contact position
Skills and Abilities
• Demonstrated initiative to influence others for improved performance and consistently demonstrated job performance that exceeds expectations
• Excellent written and verbal communication and interpersonal skills including ability to challenge team members/peers appropriately
• Demonstrated ability to teach others, build effective relationships, flexibility and ability to implement and manage change effectively
• Demonstrated initiative to influence others for improved performance and consistently demonstrated job performance that exceeds expectations
• Excellent written and verbal communication and interpersonal skills including ability to challenge team members/peers appropriately
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.