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Client Experience Specialist - Global

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MillerKnoll

10d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
  • London

AI generated summary

  • You need A-levels, 3-5 years in a client-facing role, strong communication and organisational skills, ERP experience is a plus, with a proactive, detail-oriented approach to client management.
  • You will manage client orders, build relationships, resolve inquiries, ensure timely delivery, coordinate with teams, and drive process improvements for an exceptional client experience.

Requirements

  • A-level or equivalent, with GCSE passes in Maths & English
  • 3-5 years’ experience in a fast-paced client-facing or order management role
  • Excellent verbal and written communication skills
  • Strong organisational and time management skills, with the ability to prioritise tasks
  • Ability to work both independently and collaboratively within a team
  • Experience in managing client relationships and handling queries professionally
  • Proficiency in Microsoft Office; experience with ERP systems (e.g. MS Dynamics NAV) desirable
  • Proactive, resourceful, and solutions-focused mindset
  • High attention to detail and accuracy

Responsibilities

  • Act as a primary point of contact for clients on receipt of order, ensuring a seamless and positive experience throughout the order lifecycle
  • Build strong relationships with clients to understand their needs and support long-term growth and retention
  • Represent the client in internal discussions to ensure the best possible outcomes
  • Handle client enquiries, issues, and complaints promptly and professionally
  • Maintain accurate records of client interactions, transactions, and feedback
  • Process incoming purchase orders accurately and efficiently
  • Monitor order status daily, identifying risks and proactively resolving issues
  • Coordinate with internal teams (sales, operations, logistics) to ensure timely delivery
  • Communicate updates clearly to clients, including delays or changes
  • Identify opportunities to improve client experience and internal processes
  • Support the implementation of process improvements to enhance efficiency and satisfaction
  • Share client feedback with relevant teams to drive improvements and prevent recurring issues
  • Maintain up-to-date knowledge of company products, services, and systems
  • Work cross-functionally with internal teams to align on client needs and priorities
  • Support global sales teams in delivering a consistent, high-quality client experience
  • Contribute to team initiatives that enhance client engagement and service delivery

FAQs

What is the primary role of the Client Experience Specialist?

The primary role of the Client Experience Specialist is to deliver an exceptional end-to-end experience for NaughtOne’s global sales teams and clients, managing client interactions, supporting order delivery, and identifying opportunities for process improvement.

What qualifications are required for this position?

Applicants should have A-level or equivalent qualifications, with GCSE passes in Maths and English, along with 3-5 years of experience in a fast-paced client-facing or order management role.

What skills are necessary for success in this role?

Essential skills include excellent verbal and written communication, strong organisational and time management abilities, proficiency in Microsoft Office, and a proactive, solutions-focused mindset.

How will success be measured in this role?

Success will be measured through client satisfaction, responsiveness, effectiveness, First Contact Resolution (FCR), Net Promoter Score (NPS), client feedback utilization, and overall case/query management.

Where is this position based?

This position is based at the NaughtOne head office in Harrogate or the showroom in central London.

What teams will the Client Experience Specialist collaborate with?

The Client Experience Specialist will work cross-functionally with internal teams including operations and sales teams to ensure client needs and priorities are met.

Is there a focus on sustainability in this role?

Yes, sustainability is a key pillar at NaughtOne, and the Client Experience Specialist will collaborate with the Sustainability team to provide clients with essential sustainability and compliance information.

What type of working environment can employees expect?

Employees can expect a hybrid working environment, with encouragement to spend the majority of time on-site to foster company culture, relationships, and collaboration.

Does NaughtOne offer equal employment opportunities?

Yes, NaughtOne is committed to equal opportunity employment and values diversity and individuality in the workplace.

How can applicants request accommodations during the application process?

Applicants in need of reasonable accommodations can contact MillerKnoll Talent Acquisition at careers_help@millerknoll.com for assistance with the application or interview process.

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MillerKnoll

Redefining modern for the 21st century.

Engineering & Construction
Industry
10,001+
Employees

Mission & Purpose

MillerKnoll is a global collective of dynamic brands that design and manufacture modern furniture and interior solutions for workplaces, homes, and public spaces. The company focuses on creating innovative, high-quality products that enhance living and working environments, blending form, function, and sustainability. MillerKnoll’s ultimate mission is to design the world we live in for the better, with an emphasis on responsible production and impactful design. Their purpose is to inspire people through thoughtfully crafted spaces that foster creativity, comfort, and connection.