Retail Account Representative

Why join us? Knoll uses modern design to connect people to their work, their lives, their world. Since 1938, we have been recognized internationally for creating workplace and residential furnishings that inspire, evolve, and endure. 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 Knoll 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 Knoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone. This position is a hands-on Retail Account Representative for Knoll and Muuto Wholesale Accounts. The person in this role will provide an excellent customer experience, whether placing an order or using customer service best practices to resolve any customer issues. The roles and responsibilities of this position include working with both Wholesale accounts and providing operational support. ESSENTIAL FUNCTIONS Knoll and Muuto Wholesale Accounts : Provide direct phone support to end-users, designers and Sales Representatives. Problem solve and provide information and guidance to address 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 Knoll and Muuto Wholesale Accounts 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. Nurture continuing relationships with assigned Knoll and Muuto Wholesale Accounts. Train and guide Retailers to use Order Center. Operational Support : Work as direct interface between Sales and Production. Identify and surface issues that come up on the Knoll and Muuto Wholesale Accounts which cause consumer confusion / calls. Ensure the team processes daily orders, reviewing and correcting any order errors and working with appropriate departments to resolve issues. Work with appropriate departments to optimize delivery lead times and troubleshoot customer issues. 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 Minimum 2 to 4 years of experience in a client services / client facing role. Skills and Abilities Fluent multitasker : able to focus and process information in several different formats concurrently. Operations experience a plus Patience and ability to handle escalated clients in a calm manner. Team Player, always willing to step up and help. Self-starter, motivated to see results and extremely organized. Outstanding communication skills, both verbal and written; conveys information in a clear and concise manner; asks appropriate probing questions. Demonstrated ability to identify customer issues coupled with superior problem-solving skills. Attention to detail; ability to think outside the box; strong follow-through skills; resourceful and creative. Innovative; constantly seeking ways to gain / build relationships and improve processes. Solid Computer Skills : FLUENT in Word and Microsoft Office Demonstrated experience in working with manufacturing business systems and technology with the ability to quickly adapt to new software. 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 qualified applicants representing a wide range of backgrounds and abilities. Knoll 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. In general, MillerKnoll positions are closed within 45 days and are open for applications for a minimum of 5 days. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings. 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. Employment Type : Full Time