Customer Care Representative

Knoll Inc.; Melksham; On-site; GBP 20,000 - 26,000; Full time

Job summary

MillerKnoll is seeking a Customer Care Representative at Portal Mill, Melksham to deliver exceptional customer experiences. You will be the main contact, offering product and service information, resolving issues, and ensuring high satisfaction across external and internal clients.

This role emphasizes proactive service and brand representation. You will engage with customers to identify needs, collaborate with internal teams, and maintain strong relationships to drive loyalty.

Responsibilities

• Identify and assess customers’ needs to achieve satisfaction.
• Represent our customer in all internal dialogue to ensure best outcome for the client.
• Build sustainable relationships and trust with customers’ through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods and tools.
• Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution and customer satisfaction.
• Follow communication procedures, guidelines and policies.

Job description

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 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 title – Customer Care Representative

Location – Portal Mill, Melksham

Job summary ‘Commercial Support brings together a number of specialised functions under one umbrella. Through teamwork, synergies and knowledge-sharing, our goal is to support and maximise the customer experience” To be a brand ambassador and deliver the best customer experience to both external and internal clients by providing a one-stop shop. The Customer Care Advisor acts as the main point of contact and provides product and service information as well as resolving any emerging problems that our customers might face. The goal is to ensure excellent service standards, to respond efficiently to customer inquiries and maintain a high level of customer satisfaction.

• Identify and assess customers’ needs to achieve satisfaction
• Represent our customer in all internal dialogue to ensure best outcome for the client.
• Build sustainable relationships and trust with customers’ through open and interactive communication
• Provide accurate, valid and complete information by using the right methods and tools
• Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution and customer satisfaction.
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Effectively manage customer expectations by conducting open and honest conversations
• Delivering on our promises.
• Achieve and where possible exceed your objectives (KPIs)

• Delight customers – follow up and make it second nature and systematic, be proactive
• Be easy to work with – respectful of others
• Drive collaboration between Customer Care and all Herman Miller teams – Connect to win
• Build Brand Value in our dealer community – Be a brand ambassador and offer exceptional customer care to build customer loyalty and dependency
• Take ownership – Be empowered to succeed
• Challenge the Status Quo – Speak up to avoid group think
• Explore and be intuitive – Build strong networks and have a hunger for self-development
• Humility and Sincerity – Own the error and apologise as a representative of Herman Miller, do not encourage a blame culture.
• Strive for high standards – Be accountable for your own actions
• Work intensity – strive to be the best in everything we do!

Company values Leadership – leading by example Purpose – energy and drive Beliefs – integrity and trust Design – problem solving Connections – relationships Growth – continuous improvement Performance – achieve standards

Who We Hire?

Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. 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 [e-mail].