Sr. Manager Customer Experience

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 HermanMiller 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 HermanMiller to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

GENERAL PURPOSE

Senior level management position in Customer Care. Manages all aspects of the business that include staffing, training, development, direction/expectations and corrective actions. Includes budgeting, policy procedures and technology. Senior Customer Care Manager(s) will drive the overall strategy and execution of Customer Care that will lead to service as a key differentiator and competitive advantage based upon responsiveness, accuracy, ease of interaction and similar attributes. Provide leadership to Work Team Leaders and staff within defined functions/geography that include Regional/Commercial, Government, Global, International and E-Services. Customers include dealers, end users and internal departments (Sales/Distribution, Marketing, Operations, Scheduling, Credit, Contracts, etc). This position sets and maintains the standards of service and service delivery in a manner consistent with the overall mission of the organization.

ESSENTIAL FUNCTIONS

Assist in career and performance development of all direct reports as well as indirect team members.

Constantly improve the quality and delivery of service to ensure "best in the industry" service practices. Act always as a customer champion and catalyst for process and policy improvements.

Create and maintain productive working relationships with various internal HMI departments (Sales/Distribution, Marketing, Operations, Scheduling, Credit, Contracts, etc) aimed at ensuring the best service for our customers.

Facilitate various departments and customer needs through multi-manufacturing and distribution facilities, teams and contacts.

Form and lead cross-functional teams that include Sr. Vice Presidents, Vice Presidents and Directors and the ability to interact and influence all levels of management across diverse functional areas for departments such as Sales/Distribution, Marketing, Operations, Scheduling, Credit, Contracts, etc.

Handle difficult team member issues and acts as a liaison between People Services and Customer Care.

Manage the operations of 25+ team members whose objective is to provide excellent customer care in a customer relationship management environment in an office furniture market approximately $2 billion in size.

Oversee the development and implementation of special projects that will benefit the growth and development of the department.

Performs additional responsibilities and participates in special projects as requested by management.

Provide vision of future capabilities of world-class service, finding and applying the technology, procedures, and team development to fulfill those capabilities and implementation.

Provides leadership and direction to various Customer Care roles (work team leaders, consultants, specialists, advocates, and representatives) with direct supervision of 25+ team members. This requires development methods to improve productivity and the overall quality of work by each functional service area (Regional/Commercial, Government, Global, International and E-Services).

Represent the company when meeting with customers, dealers and sales personnel in facilitating solutions to specific customer needs. Troubleshoot and resolve non-routine customer complaints.

Review and analyze reports on a daily, weekly, or monthly basis. Budget preparation, forecasting, and recommendations based on findings. Responsible to manage a budget of approximately $2-3 million annually. Create and implement effective methods of measuring and communicating results and directions with all levels of employees.

Additional Essential Functions

QUALIFICATIONS

Business, technical or related undergraduate degree, advanced business degree (MBA) desirable or equivalent years of experience.

Minimum of (8) eight years' experience cross-functional, and related business experience with a minimum of 3 years leadership experience. Care Service/Care experience preferred.

Strong understanding of the contract furniture market and distribution channel.

Proven ability to link customer satisfaction, quality and financial performance.

Analytical skills required - analysis, problem solving and project management.

Extensive experience with sales operations and corporate infrastructure. (Business Objects and MS Office).

Experience with change management principles and demonstrated ability to drive and manage the change process, from strategic planning through implementation and follow-through.

Must be able to meet and work well with all levels of employees, customers, dealers and vendors.

Excellent interaction skills: Consultative, professional communication, negotiation, listening, empathy, coaching and conflict resolution.

Exceptional leadership, interpersonal and communication skills (both verbal and written).

Highly developed planning and organizational skills, time management skills and the ability to work well under pressure.

Must be able to generate excitement about the opportunity for customer services and to serve in the role of change-agent on an ongoing basis.

Demonstrated ability to work effectively at both the strategic and tactical levels.

Willingness to travel 10% - 15%.

Who We Hire?

Simply put, we hire everyone. HermanMiller 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.