Product resource representative

Job Description

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. Job Description Product Resource Representative Job Title: Product Resource Representative Career Ladder: GENERAL PURPOSE Responsible for managing the Warranty claims by referring the service part drawings, price books, service parts tool etc. and providing 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 Enter, review and process warranty claims for all products, Follow-up on pending warranty claims to bring to resolution. Verify the warranty request information such as replacement part number, year of manufacturing, finishes and also specifications of products, before processing the request and correct them if necessary. Processing of claims. Responds to daily inquires and requests. Manage and provide customer service support to any service request submitted electronically from HMI dealer network. Responds to direct e-mails and processing Kiosk Customer Service Forms service requests in a timely and accurate manner; ensuring customer satisfaction. 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. Utilize available technology to maximize product solutions. Skills And Abilities Associate's degree in business 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. Broad 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. 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. Show more Show less