Customer Care, Retail Operations
MillerKnoll · Tokyo
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 Description
Job title Customer Care, Retail Operations
Department Herman Miller Japan Operations
Reports to Lead, Customer Care, Retal Operations Japan
Location Tokyo, Japan
JOB SUMMARY
Herman Miller Store and Retail is looking for an experienced Customer Care member to support and ensure order fulfillment for all orders received to meet the customers expectation. This role reports directly to the Head of Customer Care & Projects and will be supported with the local Customer Care team. The ideal candidate will need to have a strong customer care experience, especially dealing with the end clients and must be a great team player to work with all stakeholders in the organization.
Why Join Us?
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 Herman Miller Group means being a part of something larger than your work team, or even your brand. We create places where people love to be, places that reflect who they are, places that truly matter to people. And our success allows Herman Miller Group to support causes that align with our values, so we can help create a more equitable and sustainable future for all.
Specific responsibilities
- Day-to-day order process, including taking phone calls from Retail / Wholesale, eCommerce, and Store customers, on enquiries, stock status, etc. And will coordinate with the respective team members to clarify on areas that is needed.
- Day-to-day order management, ensure all orders are processed to the suppliers, including orders placed in the US system.
- Day-to-day follow-up with the suppliers, to ensure order fulfilment meet 100% on-time delivery to the customers and all end client expectations are met.
- Work and ensure all orders are fulfilled on-time, including warranty claim orders. Ensure all service / warranty claims are processed and replaced on-time.
- Co-ordinate and collaborate with the Logistic team to ensure delivery meets client expectations.
- Work with all Stake holders (Store, Retail / Wholesale, and eCommerce team) to ensure customer support is meeting the business growth expectations.
- Build good relationships with all internal (Store team, Retail / Wholesale Sales team) and external customers to achieve 100% Customer Satisfaction.
- Report weekly and monthly performance (KPI) to leadership on order fulfilment, customer reliability, on-time delivery, customer complaints, etc.
- Collaborate with stakeholders outside Japan, including Herman Miller manufacturing team (Dongguan, China), Naughtone, HAY, DWR and North American counterparts to ensure orders are fulfilled to meet the customer expectations.
- Be a team player and provide new ideas on areas of improvements on the process and way of work as a form of continuous improvement initiatives.
Company requirements
Health & Safety; ensure that safe working practices are followed. Attend safety briefings, as requested. Take responsibility for your own, employees, contractors, and visitor safety in accordance with The Health & Safety at Work Act 1974, and The Management of Health and Safety at Work Regulation 1999
Compliance; ensure compliance with business systems, processes, certification schemes, regulations, and legislation relevant to the scope of your role. Support internal quality controls and audits to demonstrate compliance. Support centrally driven sustainability initiatives.
Job holder requirements
- A minimum of 5 years’ experience leading customer fulfilment and delivery, ideally within Store, Retail / Wholesale organisation.
- A ‘People’ person, with the passion of providing best customer service to all levels of customers.
- Ability to challenge the status quo to drive service level improvement
- Commercially focused, customer service driven, and results orientated.
- Extremely well organised
- Ambitious, energetic, independent, and highly driven
- Comfortable working in an international environment with high level of cultural awareness and understanding
- Team player but also able to work under own initiative
- Comfortable working in a high-pressure environment
- The ability to innovate and exceed internal and external client satisfaction targets
- High level of energy and self-initiative to see tasks through to completion
- Strong in using Microsoft Windows standard applications
- Proficient in Japanese and English (writing and vocal).
Company values
Design for the good of humankind
We are difference-makers
We are all extraordinary
We are better together
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.