Customer Care Coordinator

About the Company

At MillerKnoll, our mission is to create designs that serve the greater good of humanity. We take pride in being part of a purpose-driven organization that goes beyond individual teams or brands. MillerKnoll is committed to redefining modern design for the 21st century and supporting causes aligned with our principles to foster a sustainable, equitable, and inspiring future for all.

Job Overview

We are seeking an experienced Customer Care Coordinator to join our Herman Miller Japan Operations based in Bengaluru. Reporting directly to the Head of Customer Care & Projects, this role involves managing the entire order process to ensure seamless order fulfillment that meets customer expectations. The successful candidate will work closely with all stakeholders within the company, including internal teams and external partners.

Key Responsibilities

• Handle daily order processing activities, including answering calls from Contract Dealer Partners regarding inquiries and stock information, coordinating with relevant teams for clarification.
• Manage order submissions to suppliers, including those entered via the US system, ensuring accuracy and completeness.
• Follow up regularly with suppliers to guarantee 100% on-time order delivery that satisfies customer expectations.
• Ensure all orders, including warranty claims, are fulfilled promptly and service/warranty claims are processed and replaced in a timely manner.
• Collaborate with the Logistics team to align delivery schedules with client expectations.
• Coordinate with sales, finance, and other internal departments to ensure customer support aligns with business growth targets.
• Establish strong relationships with internal colleagues and external customers to achieve complete customer satisfaction.
• Provide weekly and monthly performance reports (KPIs) to leadership, covering order fulfillment, on-time delivery, reliability metrics, and customer complaint handling.
• Work with international teams, including manufacturing units in China and India as well as partners like Naughtone, HAY, and DWR, and counterparts in North America, to ensure order fulfillment meets the standards.
• Contribute ideas for continuous improvement in processes and workflows as an active team player.

Company Policies and Compliance

• Adhere to health and safety guidelines by practicing safe work habits and participating in safety briefings.
• Ensure compliance with business systems, processes, relevant certifications, regulations, and legislation.
• Support quality control efforts and internal audits to maintain compliance.
• Engage with sustainability initiatives driven by the company.

Candidate Profile

• At least five years of experience in leading customer order processes, order fulfillment, ensuring on-time delivery, and managing difficult customers post-sale.
• Background in the furniture sector is advantageous.
• Exceptional interpersonal skills with a passion for delivering outstanding customer service at all levels.
• Willingness to challenge existing norms to enhance service levels.
• Commercially minded, customer-focused, and results-driven approach.
• Highly organized with the ability to prioritize tasks effectively.
• Self-motivated, energetic, ambitious, and capable of working independently.
• Comfortable operating in an international and multicultural environment.
• Team-oriented but able to work on own initiative, especially under pressure.
• Innovative mindset focused on exceeding customer satisfaction.
• Strong commitment to follow-through and task completion.
• Proficient with Microsoft Windows applications.
• Fluent in both Japanese and English, including spoken and written communication.
• Working hours aligned with Tokyo time: 6:30 AM to 3:30 PM local Bengaluru time (10:00 AM to 7:00 PM Tokyo time).

Company Values and Diversity

At MillerKnoll, we strive to design for the benefit of humankind. We celebrate diversity and inclusion, welcoming applicants from varied backgrounds, abilities, gender identities, ethnicities, veteran status, and more. We foster an environment where everyone can bring their true selves to work and uphold equal opportunity employment. Reasonable accommodations are available for individuals with disabilities throughout the application and employment process.