Service Back Office Support Specialist
Miele Incorporated

Job Purpose

Demonstrates a high level of professionalism and ensures that we meet Miele's standard of customer service for our internal and external servicing network.

Key Responsibilities

• Work closely with our Miele Service Partner (MSP) Managers for day-to-day activities.
• Monitor and complete onboarding process for new Servicer accounts.
• Customer business partner (BP) account creation/maintenance within our corporate platforms.
• Maintain service contracts for all service and installation partners.
• Review and complete submitted warranty claims.
• Review and complete Return Authorization (RA) requests
• Work closely with the MSP Administration & Support supervisor to ensure proper operation of Service Department.
• Review and complete all service email requests through corporate communication system.
• Maintain inbound and outbound calls through corporate communication system.
• Oversee payment cycle for all service and installation partners.
• Create and monitor Credits, Debits and Claims transactions.
• Maintain all service process and procedures.
• Corresponds with Miele Service Management teams and other personnel, to obtain required information, when needed.
• Maintain the highest level of customer service and quality as outlined in the Miele Service Excellence program.
• Role could involve some additional Service duties as per Business need.

Requirements

• Must have a minimum of 2+ years of customer service experience.
• Demonstrates a high level of commitment to customer satisfaction.
• Outstanding listening, written and verbal communication skills with proven ability to write clear, concise, and accurate messages.
• Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently.
• Must be self-motivated, detail-oriented and highly organized.
• Ability to within a team and work independently with minimal instruction.
• Strong computer, data entry and organizational skills.
• Ability to learn and become proficient with internal programs and new software.
• A working knowledge of database software, spreadsheet software, and word processing software.

Working Conditions

• Hybrid work model (in office/remote)

Why you might like working here:

• You love autonomy and the accountability for results
• You like working for a family run company, market leader in the premium domestic appliance.
• You like working for a company that believes in the aspiration to do it forever better and to be forever better
• A competitive compensation package
• 100% covered Life and long-term disability insurance
• Wellness discounts on medical premiums
• 401k with company match
• Generous Employee Purchase program
• Wellness and volunteer Programs
• Engaging Employee Activities

ABOUT MIELE

What does it take for a family run company to become world market leader in the premium domestic appliance and commercial machine segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products.

Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are at entry levels or managers.

Miele asks a lot of its employees. They are expected to develop and manufacture worldwide market premium products that are "Immer Besser". In return, they receive the most valuable thing Miele can give them: that they themselves become "Immer Besser" - in all of their professional and personal abilities.

"Immer Besser" is therefore an entrepreneurial success principle from which customers and employees benefit in equal measure. We call this principle "MAKE IT BETTER. BE BETTER".

Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V

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