Customer Experience Specialist

Quipt Home Medical; East Greenville (Montgomery County); Hybrid; USD 45,000 - 70,000; Full time

Job summary

An innovative firm is seeking a Customer Relationship Specialist to enhance customer satisfaction through effective communication and support. This hybrid role involves working on-site four days a week and remotely one day, allowing for a balanced work environment. You will be responsible for coaching team members, analyzing customer data, and building strong relationships with clients and dealers. The ideal candidate will possess a Bachelor's degree and have 4-5 years of customer service experience, along with excellent communication and problem-solving skills. If you thrive in a dynamic environment and are passionate about customer service, this opportunity is perfect for you.

Qualifications

• Bachelor's degree in business or related field required.
• 4-5 years in customer service or sales with strong communication skills.

Responsibilities

• Assist in training and mentoring team members to enhance performance.
• Maintain records and analyze data to improve customer relationships.

Skills

Customer Service

Account Management

Communication Skills

Negotiation Skills

Problem Solving

Time Management

Adaptability

Education

Bachelor's degree in business or social sciences

4-5 years of customer service or sales experience

Tools

Office Automation Software

Communication Tools

Job description

GENERAL PURPOSE

Responsible for supporting and promoting the customer relationship with Miller Knoll's network of dealers and direct contract business activities from order specification through delivery of Miller Knoll's products, processes and technology. Provide extensive service and support to Miller Knoll's Distribution network and primary functional areas. Develop and maintain excellent working relationships to ensure customer satisfaction.

This position is a hybrid position and will be on site at our East Greenville offices 4 days a week and work from home 1 day.

ESSENTIAL FUNCTIONS

1. Assist with coaching, training, and mentoring new and existing team members both formally and informally.
2. Collect, maintain and analyze data on accounts for use in improving and enriching the customer relationship in collaboration with Miller Knoll's Sales Organization, dealer network and business segments.
3. Conduct Customer Care training initiatives with assigned customers on an ongoing basis.
4. Develop and maintain personal rapport with customers, dealers and agencies to increase future sales and brand loyalty.
5. Develop and promote a valued relationship with Miller Knoll's network of dealers as assigned. Support and maintain an understanding of all the customers' business needs in alignment with corporate capabilities and goals.
6. Maintain accurate records of daily communications, ongoing issues, and resolutions taken. Responsible for generating and maintaining proper documentation while complying with ISO work instructions and departmental standards.
7. Perform additional requirements as requested to achieve business objectives.
8. Support and actively participate in achieving team goals and individual performance planning.

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

1. Bachelor's degree in business, social sciences, or equivalent years of experience.
2. 4-5 years' experience in a customer service professional, sales, or a direct commercial customer contact position that involves extensive multimedia (phone, email, web-based) contact; manufacturing or service industry preferred.
3. Extensive knowledge on products, processes, services and technologies to support customer needs and project requirements; Miller Knoll knowledge preferred.
4. Excellent account, workload and time management skills and ability to work additional hours including weekends and travel as needed.
5. Demonstrated experience in working with Miller Knoll business systems and technology with ability to quickly adapt to new software.
6. Established communication skills: professional verbal and written, negotiation, listening, empathy, and conflict resolution and presentation skills.
7. Demonstrated ability creating, negotiating and implementing alternative solutions to requests or problems.
8. Ability to positively adapt to and embrace change as demonstrated through learning and applying new skills, procedures or policies and integrating them effectively with existing knowledge and practices.
9. Ability to develop and maintain positive working relationships in a demanding work environment.
10. Prior participation on continuous improvement teams/projects and piloting new technology, practices or business enhancements.
11. Demonstrated ability to effectively use office automation/communication software and tools currently being used in the office environment.
12. Must be able to perform all essential functions of the position with or without accommodations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to perform all essential functions of the position with or without accommodations.

Who We Hire?

Simply put, we hire everyone. Knoll 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.

This organization participates in E-Verify Employment Eligibility Verification. In general, MillerKnoll positions are closed within 45 days and are open for applications for a minimum of 5 days. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.

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 ~~~.