Client Experience Specialist

Why join us?

Useful, Beautiful, Furniture. naughtone is a modern company with an inherent focus on social and environmental impacts. Our excellent environmental practices are recognised by multiple industry accreditations and we are proud to have Health Product Declarations (HPDs) for a range of our products. Our furniture is used by some of the most influential brands in commerce and culture and our passionate team believes there is no better proof of the relevance and application of the product range.
Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of Naughtone means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows Naughtone to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

Job Description: Client Experience Specialist

Purpose

You will be part of the Client Experience Team responsible for co-ordinating key aspects of the client experience, including order entry and order management, direct/indirect client support and process improvements to drive client loyalty and superior client engagement. The key measures of success include meeting or exceeding the following KPI’s: On Time in Full (OTIF), Customer Lead Time Requests, NPS score.

Sustainability is an integral pillar at NaughtOne. As a member of the Client Experience team, you will work in collaboration with the Sustainability team in order to provide clients with essential sustainability and compliance information.

Responsibilities / Key Deliverables

• Process incoming purchase orders from clients in a timely and accurate fashion
• Daily monitoring of order status to provide early alert of any issues and working with internal colleagues to recover the situation
• Handling emails and customer queries, acting as friendly expert of the business
• Develops and maintains excellent working relationships with inter-departmental teams to manage client expectations
• Represent our client in all internal dialogue to ensure best outcome for the client
• Keeping records of client interactions, transactions, comments and complaints for future reference
• Promptly acknowledging and providing information to resolve client enquiries/questions/complaints
• Build relations with clients to develop a greater understanding of their requirements
• Maintaining a positive, empathetic and professional attitude toward clients at all times
• Maintain updated knowledge of all company products and services
• Share client feedback with appropriate departments and team members to support issue resolution/prevention.
• Foster and maintain relationships with customers to improve retention and growth
• Client Delay Notification process involvement and communication

Qualifications, Skills & Experience

The successful candidate will possess the desire to deliver an exceptional customer experience both internally & externally having gained a thorough understanding of the NaughtOne product portfolio.

• Educated to GCSE standard as a minimum with GCSE Maths & English passes
• Minimum of 2 year’s experience in a fast-paced customer contact role
• Proficiency of MS Office & ideally, experience of MS Dynamics NAV
• Effective communicator; excellent verbal & written communication skills
• Experience of implementing process improvements
• Self-motivated; can work independently & collaboratively as part of a wider team
• Strong organisational & time management skills
• Able to perform repetitive tasks with a high degree of accuracy

Dimension of role

Based from either the NaughtOne Head Office at Central House in Harrogate or from the Production Factory in Elland, this is a full-time permanent position reporting directly to the Client Delivery Manager in a team of 9.

We support hybrid working. Company culture, relationships and collaboration are really important to us, so we’ll encourage you to spend the majority of your time on site.

Who We Hire?
Simply put, we hire everyone. Naughtone is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at [email protected].