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Customer Service Representative (KnollStudio)

Company: Knoll
Location: Greenville
Posted on: November 22, 2021

Job Description:

COMPANY OVERVIEWKnoll, Inc. is a constellation of design-driven brands and people, working together with our clients in person and digitally to create inspired modern interiors. We are part of MillerKnoll, the engine powering the worlds most dynamic design brands. Our internationally recognized portfolio includes furniture, textiles, leathers, lighting, accessories, and architectural and acoustical elements. Our brands Knoll Office, KnollStudio, KnollTextiles, KnollExtra, Spinneybeck - FilzFelt, Edelman Leather, HOLLY HUNT, DatesWeiser, Muuto, and Fully reflect our commitment to modern design that meets the diverse requirements of high-performance workplaces, work from home settings and luxury residential interiors. A recipient of the National Design Award for Corporate and Institutional Achievement from the Smithsonian's Cooper-Hewitt, National Design Museum, we can help organizations achieve Leadership in Energy and Environmental Design (LEED), Living Building Challenge and WELL Building workplace certifications. To learn more about our initiatives to support more inclusive and diverse communities, visit Knoll.com/Community.POSITION PROFILEThis position is a hands-on Customer Service Representative for Knoll Consumer: the website, the 800# and the Home Design Store. This person should provide an excellent customer experience, whether placing an order or using customer service best practices to resolve any customer issues.Knoll Consumer (E-commerce & Retail Home Design Shop) Customer Service Support:Provide direct phone support to end-users and designers who call the #800. Problem solve and provide information and guidance to address customer inquiries and concerns.Proactively interface with other departments within Knoll (e.g. Operations, Logistics, IT, Credit, etc.) to solve problems and resolve issues.Negotiate and make sound judgements on customer accommodations.Ensure non-billable service orders for the Home Design Store/website are processed when something is damaged or needs replacement.Ensure customers receive approved credits in a timely manner by overseeing the RMA/credit/refund process, as well as tax exempt status.Drive Product Sales:Take customer orders over the phone for KnollStudio, and non-Studio (e.g. Home Office, Knoll Extra, Seating, Totes) residential and small business products.Nurture continuing relationships with #800 buyers.Leverage the Sale promotions to drive strong order $.Operational Support:Identify and surface issues that come up on the website which cause consumer confusion/ calls.Ensure the team processes daily reports for the web, reviewing and correcting any order errors and working with Bev Brown to get orders released.Work with Studio Vendor Planners and Logistics to optimize delivery leadtimes and troubleshoot customer issues.Required SkillsHas handled customer service for a product-based company or account for two to three years.Excellent communication skills both written and verbalExcellent active listening skillsAbility to establish and maintain strong relationshipsResilient and tenacious with a propensity to persevereProblem solving skillsRequired ExperienceHigh School diploma or Equivalent required2-3 years experience handling customer service for a product-based company or accountPrior Consumer Customer experience preferredWho We HireSimply 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. Were committed to equal opportunity employment, including veterans and people with disabilities.MillerKnoll is a federal contractor and is subject to the requirements of Executive Order 14042. As such, we are requiring all of our U.S.-based employees to be fully vaccinated against COVID-19 by January 4, 2022.

Keywords: Knoll, Greenville , Customer Service Representative (KnollStudio), Hospitality & Tourism , Greenville, North Carolina

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