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Senior Customer Care Coordinator
MillerKnoll
posted 2mon ago
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Flexible timing
Key skills for the job
Job Description
Job Description
The role will take on accountability for effective support in end-to-end management of customer orders - including but not limited to reviewing orders and to facilitate procurement of product from our vendors to fulfill those orders.
While maintaining a targeted personal productivity and entering and managing orders with high quality, this role requires deeper knowledge and understanding of supply chain activities to solve problems and escalations. On a day-to-day basis - working with multiple stakeholders including Dealers, Sales, Operations, Finance, Purchasing and Product Management.
Responsibilities
- Maintain a high level of personal productivity in order entry and order management, set example to team on productivity and quality. Take additional efforts as appropriate to meet peak demands.
- Understand policies and processes and yet exercise judgement and flexibility in their implementation to allow for reasonable advancement of business activity without rigid and inflexible approach.
- Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and procedure)
- Acts as single-point-of-contact to the customer for order inquiries and escalations
- Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions.
- Proactively identify and help implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provide scalable solutions.
- Maintain a good working relationship with key stakeholders such as Sales, Operations and Finance, have periodic meetings with them to share expectations/updates and discuss challenges/solutions.
Skills & Requirements
- Bachelors degree in any field with 4 to 5 years of experience.
- 4 years experience as a customer Care Coordinator in a commercial oriented role like Order to Cash or Procure to Pay.
- Performed role of an expert and a Point of contact to team/stakeholders on complex process matters.
- Experience in working with stakeholder relationships - Customers, Team, Internal departments, External suppliers etc.
- Great interpersonal skills with an ability to build stakeholder relationships, and manage escalations, conflicts and disputes while preserving relationships.
- Good communication skills written and verbal. Articulate problems, solutions in critical/escalated situations.
- Finance literate - understands how Purchase Orders, Contracts, Invoices, Sales Orders, Credit Notes etc. work and has appreciation of compliance on financial documentation.
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Employment Type: Full Time, Permanent
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based on 9 employees
Flexible timing
Monday to Friday
No travel
Day Shift
MillerKnoll Benefits
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