Customer Care, Retail Operations

About the role

Herman Miller Store and Retail is looking for an experienced Customer Care member to support and ensure order fulfillment for all orders received, meeting customer expectations. The role sits in the Herman Miller Japan Operations department, reports to the Lead, Customer Care, Retail Operations Japan and is supported by the local Customer Care team.

Key responsibilities

• Handle day-to-day orders, including taking phone calls from Retail, Wholesale, eCommerce and Store customers on enquiries and stock status, and coordinating with the relevant teams.
• Manage orders daily so they are sent to suppliers, including orders placed in the US system.
• Follow up with suppliers to ensure 100% on-time delivery and that all end-client expectations are met.
• Ensure all orders, including warranty claim orders, are fulfilled on time, and that service and warranty claims are processed and replacements delivered on time.
• Work with the logistics team to make sure deliveries meet client expectations.
• Collaborate with Store, Retail / Wholesale and eCommerce teams to meet business growth expectations and build strong relationships with internal and external customers.
• Report weekly and monthly KPIs on order fulfillment, customer reliability, on-time delivery and complaints to leadership.
• Work with partners outside Japan, including manufacturing teams in Dongguan, China, and North American counterparts, to meet customer expectations.
• Propose improvements to processes and ways of working as part of continuous improvement.

Required profile

• Minimum of 5 years' experience leading customer fulfillment and delivery, ideally in a Store, Retail / Wholesale organization.
• Passion for providing excellent customer service to all levels of customers.
• Able to challenge the status quo to improve service levels, commercially focused and results oriented.
• Very organized, ambitious, energetic, independent and able to work under own initiative.
• Comfortable in an international environment with high cultural awareness, and in a high-pressure environment.
• Proficient in Japanese and English, written and spoken.

Required skills

• Strong use of Microsoft Windows standard applications.
• Health and safety compliance, including safety briefings and adherence to the Health and Safety at Work Act 1974 and the Management of Health and Safety at Work Regulations 1999.
• Compliance with business systems, certifications, regulations and legislation, supporting quality controls, audits and sustainability initiatives.