Customer Experince Lead

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.Customer Experience Lead   Remote - commutable to Melksham when requiredGENERAL PURPOSEResponsible for delivering a best-in-class omnichannel customer experience for Herman Miller Retail Europe (web) and our high performance seating stores, also including customer interaction and overlap within our other business/functional units. Oversees the pre- and post-sales, service and support functions for Herman Miller Entity. Promotes the valued customer relationship with Herman Miller's external customers and internal teams delivering a premium customer experience from order specification and product questions, shipping and delivery, installation, warranty and service of Herman Miller products, processes, and technology.ESSENTIAL FUNCTIONSLead a multi-lingual team responsible for delivering best-in-class service to Herman Miller customers across phone, email, chat, social, and additional communication tools as business needs evolve.Support WTL with Herman Miller entity customer escalations.Assist customer experience team by providing answers and directions, and provide WTL with feedback on team member performance.Coordinate schedule and activities for the team to ensure customer service and SLAs are met across business hours including weekends and holidays.Demonstrate high level of understanding in regards to business processes, policies and procedures.Develop and maintain excellent working relationships with internal teams, including the ability to work cross-functionally to deliver an omnichannel customer experience.Focus on identifying, documenting, and developing process improvements to workflows.Lead team huddles, coordinate schedules, and periodically review phone, email, chat, sales, and operational volume/metrics to ensure staffing across all hours.Provide coaching, training, and mentoring of new and existing team members both formally and informally.Research and implement service solutions to ensure best-in-class customer experience while minimising business risk and maximising potential sales.Serve as a liaison between customers and internal teams to answer questions, assist with problem-solving, and continuous improvement initiatives.Support and actively participate in achieving team goals and individual performance planning.Use HMPS (Herman Miller Performance System) problem solving method to identify and document issues.Performs additional responsibilities as requested to achieve business objectives.QUALIFICATIONSTo perform this job successfully, an individual must be able to perform...