Customer Resolution Specialist

Summary: Demonstrates a high level of professionalism and ensures that Miele’s standard of customer service is maintained to their customers. This position reports directly to the Quality Assurance Manager.

Essential Duties and Responsibilities:

  • Serve as the last point of escalation to resolve customer service related complaints received via Executive Office, Technical Service, Sales, and Concierge Services.
  • Receive, document and respond promptly to resolve customer complaints while providing quality customer service.
  • Contact customers to resolve issues via telephone or written format (letter or email).
  • Direct Miele resources tasked with responding to and handling customer service issues.
  • Maintain a balance between company goals and customer desires. Handle issues in the best interest of both Miele and the customer.
  • Receive, investigate and process incoming Service related requests (i.e., damage claims, service exchanges, etc…,) from internal / external customers.
  • Work with consumer bureaus (i.e., Better Business Bureau, Consumer Affairs, etc…) to resolve customer complaints.
  • Corresponds with Miele Service/Sales Management teams and other personnel, as well as Authorized Service Providers (ASP’s) to obtain required information, when needed.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • Other duties as assigned by management.


Requirements / Qualifications:

  • Demonstrates a high level of commitment to customer satisfaction.
  • Excellent customer service skills with the ability to identify potentially negative or crisis situations and apply conflict resolution principles to mitigate or resolve the issue.
  • Proven ability to evaluate customer complaints, assess alternatives, and make solid, consistent decisions and/or recommendations as required.
  • Must have excellent listening skills with the ability to communicate clearly and professionally, both verbally and in writing.
  • Strong negotiation skills.
  • Has a pleasant, patient and friendly attitude.
  • Must be self-motivated, detail-oriented and highly organized.
  • Ability to work independently with minimal instruction.
  • Possesses a strong work ethic and team player mentality.
  • Strong computer and organizational skills with the ability to multitask.
  • Ability to learn and become proficient with internal programs and new software.
  • Excellent data entry skills.

Education and/or Experience:

  • Minimum of two years of job related experience in a Customer Service related field.
  • High school diploma or equivalent. College degree preferred but not required.

Language Skills:

  • English (Bilingual is a plus.
  • Ability to communicate clearly through writing

Computer Skills:

  • Strong Microsoft Windows, Word, Access and Excel skills
  • Working knowledge of PowerPoint
  • Proficient withMicrosoft Outlook (e-mail) and Internet Applications
  • Ability to learn other software applications as necessary.

Interested candidates that possess dedication, the skills to exceed our customer’s expectations as detailed herein and the drive to join a growing appliance brand are encouraged to apply online at www.mieleusa.com

ABOUT MIELE

There are only a few brands in the world that have sustained their vision, traditions and high-quality standard for more than a century. Fewer still that can claim consistent family ownership and international brand name integrity. And only one that is recognized for creating the world’s most innovative appliances. Founded in Germany in 1899 with a single promise of Immer Besser, a phrase meaning Forever Better, Miele has dynamically grown to become the world’s largest family-owned and operated appliance company with over 16,600 employees, 12 production facilities, representation in nearly 100 countries and annual turnover of USD$3.62bn (2009/10).

As a premium appliance brand represented on all continents, Miele is steadfastly committed to the highest quality, performance and environmental standards. The company’s innovative heritage, state-of-the-art design and engineering aesthetic have inspired comparison to other powerhouse German brands synonymous with innovation: Mercedes-Benz and BMW.

Miele’s range of exceptional consumer appliances includes: vacuum cleaners; laundry systems; rotary irons; dishwashers; built-in convection, speed, steam and combi-steam ovens; cooktops; ventilation hoods; refrigeration; wine storage and coffee systems. Additionally, Miele Professional (the commercial product division) offers dishwashers, washing machines, tumble dryers and rotary irons for commercial use as well as washer-disinfectors for medical, dental and laboratory applications.

To research further, we invite you to visit mieleusa.com for complete and detailed product information or miele-sustainability.com for our public communication regarding Miele’s commitment to our environment and its employees.

Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace.

EOE/AA:M/F/D/V