Product Resource Representative

Location

Bangalore | India

Job description

The main purpose of the role is to provide functional support our Product services team. This role is responsible to 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.

General Responsibilities

• Enter, review and process warranty claims for all products, Follow-up on pending warranty claims to bring to resolution.
• Verify the warranty request information s such as replacement part number, year of manufacturing, finishes and specifications of products, before processing the request and correct them if necessary.
• Verify and approve the customer claims by detailed analysis of the issue description, photos and videos attached.
• Determine and create service parts by referring price books, Service part tool and other available options.
• Act as a bridge between Corporate quality team dealer/customer. Process return good requests to Quality team for research and improvement.
• Learn and develop strong Herman Miller product knowledge to understand the issue also to identify the right service parts to solve the issues.
• Create
• Process freight claims.
• Responds to daily inquires and requests. Manage and provide customer service support to any service request submitted electronically from HMI dealer network.
• 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 while minimizing business risk and maximizing potential sales.

Education/Experience

• Associate degree in business or related field or equivalent years of experience.
• 2- 3 years experience in a customer service professional, sales, or a direct commercial customer contact position that involves extensive multimedia (phone, email, web-based) contact; experience in manufacturing or service industry.
• Deeper knowledge of Herman Millers products, processes, services, and technologies to support customer needs and order requirements.
• Excellent workload and time management skills and ability to work additional hours as needed.
• Established communication skills: professional verbal and written, negotiation, listening, empathy, & conflict resolution as well as professional presentation skills.
• Ability to create, negotiate and implement alternative solutions to a request or problem.
• Demonstrated ability to effectively use office automation software/communication tools currently being used in the HMI office environment.
• Ability to learn and adapt to ever changing standards.
• Ability to articulate needs for standards or to offer suggestion
• Decision strength - comfortable taking risks and making the call
• Ability to work independently

Job tags

Salary