Customer Care Manager

Atlanta, GA, United States

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 be—spaces 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. 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 be—spaces 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.

Geiger is a part of the MillerKnoll collective of design brands coming together to remake modern for the 21st century.

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