Customer Care Manager
Company: GEIGER
Location: Atlanta
Posted on: April 30, 2024
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Job Description:
Why join us? Geiger furnishes the modern office with beautiful
solutions for private offices, conference rooms, collaborative
spaces, and more. Geiger designs play an important role in creating
environments where people want to bespaces that stimulate creative
and analytical thinking, strengthen organizational culture, and
communicate trust to clients and visitors. 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 Geiger 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
Geiger to support causes that align with our values, so we can
build a more sustainable, equitable, and beautiful future for
everyone. GENERAL PURPOSE The Manager of Customer Care is
responsible to lead a Herman Miller Customer Care team supporting
our dealer network, sales, manufacturing, distribution,
procurement, for the customer service strategy and deployment for
Herman Miller and Sales Operations team. Plans and directs all
aspects of the organization's customer service policies,
objectives, and initiatives. Relies on extensive experience and
judgment to plan and accomplish goals. The individual must provide
strong leadership, service strategy and solutions that tie the
Herman Miller dealer network, sales, manufacturing and Sales
Operations together to better serve the needs of customers. Our
customers include dealers, end users customers, and internal
departments. ESSENTIAL FUNCTIONS Analyze trends, reports, and
developments for the department and marketplace that may affect the
needs or service offered to customers to maintain a competitive
edge. Assist in career and performance development of all direct
reports, as well as indirect team members. Assist the Customer Care
Director, as needed. Create and maintain productive working
relationships with various internal HMI departments (operations,
scheduling, sales, credit, contracts, etc.) aimed at ensuring the
best service for our customers. Facilitate various department or
customer needs through multi-manufacturing and distribution
facilities, teams and contacts. Handle difficult team member issues
and acts as a liaison between People Services and Customer Care.
Maintain high dependability to support daily customer and team
needs. Oversee the operations of a large staff of team members
whose objective is to provide excellent customer service in a
customer relationship management environment to an office furniture
market approximately $2 billion in size. Participate in budget
preparation, forecasting, and recommendations based on findings.
Performs additional responsibilities and participates in special
projects as requested by management. Provide leadership to develop
and implement special projects that will benefit the growth and
development of the department. Provide mentoring and coaching to
team members through quality monitoring applications to ensure team
development and customer satisfaction. (customer satisfaction
surveys, peer evaluations, performance plans, NICE) Provides
direction and leadership to various Customer Care roles (work team
leaders, consultants, specialists, advocates, & representatives)
supervising 15 to 25 team members. This requires development
methods to improve productivity and the overall quality of work by
each functional service area. (Regional, Government, Global
accounts, 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. Performs additional
responsibilities as requested to achieve business objectives.
Additional Essential Functions Performs additional responsibilities
as requested to achieve business objectives. QUALIFICATIONS To
perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
Education/Experience BA in business, social sciences, or equivalent
years of experience. Minimum of (5) five years leadership and
related business experience. Skills and Abilities Proven ability to
link customer satisfaction, quality, and financial performance.
Thorough knowledge of Herman Miller's products, services, policies,
and procedures, or equivalent industry or customer service
experience. Excellent project, program, and time management skills.
Excellent interaction skills: professional communication,
negotiation, listening, empathy, & conflict resolution. Excellent
interpersonal skills in dealing with individual contacts from
various levels and locations, both internal and external to HMI.
Demonstrated ability to develop and lead a team to ensure delivery
of excellent service to customers. Able to bring team members
through changing business requirements. Ability to generate and
exhibit excitement about the opportunity for customer services and
to serve in the role of change-agent on an ongoing basis. Extensive
experience with customer relationship management technology and
corporate infrastructure. (Mainframe, AS400, Lotus Notes, Nortel
Symposium, MS Office) Must possess strong organizational,
communication, problem solving, decision-making, and interpersonal
skills. Must have well-developed planning and organizational
skills, time management skills, and the ability to work well under
pressure. Must be able to successfully adopt and implement changing
business requirements. Must be able to present a positive image
both within the corporation and to the public. Must be able to meet
and work well with all levels of employees, visitors, customers,
dealers and vendors. PHYSICAL DEMANDS The physical demands
described here are representative of those that must be met by an
employee to successfully perform the essential functions of this
job. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions Must be able
to perform all essential functions of the position with or without
accommodations. Who We Hire? Simply put, we hire everyone. Geiger
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. This
organization participates in E-Verify Employment Eligibility
Verification. Employment Type: Full Time
Keywords: GEIGER, East Point , Customer Care Manager, Executive , Atlanta, Georgia
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