Senior Product Resource Representative

Location

Bangalore | India

Job description

The main purpose of the role is to provide support to our US product services team and customers by Managing the customer kiosk forms. Primarily responsible for handling the warranty requests for the products manufactured in US factories by entering the warranty orders into our system based on the policies and guidelines.

Responsibilities:

• The ability to understand complex warranty requests and how to manage them in the new warranty system satisfying: customer requirements and Business requirements.
• Provide product use, installation, repair, warranty, and service information including advanced technical consultation for dealers and consumers within Herman Millers various customer segments.
• Research and implement alternative service solutions to meet customer satisfaction. Utilize available technology to maximize product solutions.
• Develop and promote a valued relationship with Herman Millers network of dealers.
• Secure understanding and support of all customers business needs in alignment with Sales Operations and corporate capabilities and goals.
• Understand the level of risk & propose mitigation plans and partner with other support teams to resolve requests/issues in a timely manner.
• Identifies, recommends, and implements changes to improve productivity without compromising on quality. Manages activities to attain customer satisfaction.
• Maintain client relationships interface through regular connects and emails Coach team members and provide first level advice on procedures/methods As an individual contributor, you will oversee small teams and/or work efforts You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments.
• Define SLAs in consultation with the management and make efforts to control and maintain them. Develop key performance indicators to measure the effectiveness of the Commercial support team operations.
• Maintain a high level of personal productivity in order entry, set example to team on productivity and quality. Take additional efforts as appropriate to meet peak demands .

Skills required.

• bachelors degree or 4 to 6 years of experience.
• Experience in Warranty management.
• Good communication skills written and verbal.
• Ability to perform under pressure and establish strong client relationship.
• Ability to learn quickly and implement the knowledge at work and meet deadlines.
• Ability to coordinate and work with different departments. Decision strength - comfortable taking risks and making the call .
• Computer skills - proficient in Microsoft Office applications especially excel and Outlook.

Job tags

Salary