Customer Engagement Manager - eCommerce (11506)

Herman Miller, Inc.
United States
Not disclosed
29 Nov 2012
28 Oct 2012
Agency, Media, Other

Job Description

General Purpose:
Develops, builds and manages the pre and post sales, service and support functions for the Herman Miller Store ( Leads the customer engagement team and help architect the customer service and support strategy, systems, and processes, including potential future service offerings. Relies on extensive experience and judgment to plan and accomplish goals. Provides strong leadership, service strategy and solutions to best serve the needs of customers.

Essential Functions:
Lead the customer engagement function and staff to deliver exceptional customer experiences and develop relationships with current and potential customers to drive satisfaction and sales.
Develop strategy and plan for sales, service and support model; write and manage internal policies and procedures to effectively deliver customer-centric experiences.
Define and develop required infrastructure and measurement/metrics systems to manage function, measure/report performance, service levels and financial costs/ROI. Ensure supervision and coverage across all hours, including weekends and holidays.
Accountability for all customer engagement sales and service metrics.
Work collaboratively with cross functional teams to create a feedback loop fostering continuous improvement in all aspects of the business.
Work collaboratively with lead management and other sales teams to ensure customer-centric experiences driving satisfaction and sales.
Work directly with customers and prospects to answer questions, solve problems and serve as a consultative sales representative.
Field inbound customer inquiries via phone, chat, email, etc.
Perform outbound calling to potential and established customers.
Reporting on key statistics and metrics.
Provide coaching, mentoring, assistance and advice to team members.
Ability to establish and expand relationships with key customers.
Demonstrate ability to generate sales.
Performs addtional responsibilties as requested to achieve business objectives.

Candidate Requirements

Minimum Requirements:
Bachelors degree in Business or related field.
5 years leadership experience or equivalent experience in a customer service and or sales environmen with experience building, scaling and managing a retail sales and service organization or an equivalent combination of education, training and experience.
Previous direct leadership and management experience in pre/post sale call centers.
Proven ability to define and execute strategies which result in major and positive impact on the business and customer satisfaction.
Knowledge in field and call center systems, infrastructure, reporting and metrics business management.
Exhibits a leadership style that reflects creative and innovative thinking, performing as a team player and that is service oriented.
Excellent project, program, time management skills and ability to organize and assist professionals in prioritization of workload.
Self-motivated with demonstrated ability to influence and motivate others on customer satisfaction, change, and new business strategies.
Professional communication, negotiation, listening, empathy, & conflict resolution in dealing with individual contacts from various levels and locations (both internal and external) and able to present a positive image both within the corporation and to the public.
Must have strong planning and organizational skills; time management skills and the ability to work well under pressure.
Strong strategic/development skills and business acumen coupled with an attention to detail and proven operational/execution capabilities.
Solid analytical skills with the ability to use data to model, plan and operate/manage.
Results focused orientation with proven track record demonstrating those results.
Must have strong planning and organizational skills; time management skills and the ability to work well under pressure.
Demonstrated ability to effectively use office automation, software, communication and tools currently used in the HMI office environment.
Must be able to perform all essential functions of the position with or without accommodations.

Herman Miller is committed to diversity and inclusion. We are an equal opportunity employer.

Contact / Application Details

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