MillerKnoll
Snr Customer Care & Resolutions Specialist
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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: Snr Customer Care & Resolution Specialist
Location: Portal Mill
Reports To: Customer Care Manager
Department: Operations
Role Purpose
The Senior Customer Care & Resolution Specialist plays a critical role in managing and resolving complex customer issues from initial identification through to full resolution. This position ensures that large, high‑value, and business‑critical orders are delivered on time, in full, and to the required specification.
Acting as a key escalation point, the role partners closely with operations, logistics, commercial teams, and external stakeholders to quickly address challenges, remove blockers, and implement preventative measures that improve long‑term customer experience.
The Specialist will also provide cover and support for the Europe Contract Customer Care Manager, serving as a primary point of contact for strategic and contract customers.
Key Responsibilities
Customer Issue Resolution
- Serve as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution.
- Manage high-priority or escalated cases to swift and satisfactory resolution.
- Provide practical and creative solutions to meet customer needs.
- Ensure swift resolution with minimal customer impact.
- Involve customers in complex problem-solving when appropriate.
- Coordinate with multiple teams to ensure aligned solutions.
- Maintain resilience and professionalism under pressure.
- Follow up post-resolution to confirm customer satisfaction and capture lessons learned.
- Maintain regular communication with customers during issue resolution, providing updates and managing expectations.
- Handle concerns with empathy, professionalism, and subject-matter expertise.
- Anticipate needs and proactively prevent potential issues.
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Large Project Order & Delivery Management
- Oversee end-to-end delivery of large customer orders, ensuring accuracy, reliability, and quality.
- Coordinate with supply chain, logistics, and production teams to address potential delivery risks.
- Monitor project timelines and proactively resolve bottlenecks to ensure on-time completion.
- Track key order metrics and report on progress to management and clients.
- Partner with internal teams (sales, channel support, operations, logistics) to deliver exceptional customer experiences.
- Lead or participate in special projects aimed at improving service delivery, order processes, or customer satisfaction.
- Develop and share best practices for resolution and fulfilment management.
Problem Solving & Continuous Improvement
- Conduct root cause analysis to prevent repeat issues.
- Use lean tools to problem solve long term countermeasures.
- Commit to continuous improvement by learning from customer feedback and past experiences.
- Identify waste in the work processes and implement improvements to reduce
Professional Standards
- Communicate with clarity, courtesy, and professional etiquette across all channels.
- Apply a customer-first approach to all decisions and actions.
- Maintain consistency in service tone, quality, and accuracy.
- Protect customer confidentiality and handle sensitive information with discretion.
- Demonstrate attention to detail in all communications and deliverables.
- Ensure timely responses and adherence to deadlines.
- Actively listen to fully understand customer needs.
- Share insights and knowledge for cross-functional support.
- Present a polished and professional image in all interactions.
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Skills & Experience Required
- Proven experience in customer service, client account management, or a related role in a global or fast-paced environment.
- Strong problem-solving and decision-making skills.
- Excellent written and verbal communication skills.
- Ability to collaborate across teams and regions.
- Strong organisational skills with attention to detail.
- Proficient in CRM systems, communication platforms, and productivity tools.
- Able to remain composed under pressure and manage multiple priorities.
- Strong communication and interpersonal skills.
- Ability to manage multiple customer requests simultaneously.
- Attention to detail and commitment to deadlines.
Key Competencies
- Customer Focus
- Accountability & Ownership
- Proactive Thinking
- Collaboration & Teamwork
- Resilience
- Innovation & Continuous Improvement
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 careers_help@millerknoll.com.
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