Senior Customer Care Analyst

Why join us? 

Our purpose is design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll 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 MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

Position: Senior Customer Care Analyst
Experience: 4–6 years

Educational Qualification: Diploma, Graduation, or Post-Graduation. Knowledge of Japanese language or JLPT certification (preferably N3 level) is an advantage.

Job Location: Bangalore – Cunningham Road
Work Timings: Early morning shift (6:30 AM – 3:30 PM) or afternoon shift (12:00 PM – 9:00 PM)
Transportation: Available (non-chargeable)
Working Days: Monday to Friday (Hybrid)

Job Type: Permanent & Full time

Responsibilities:

The primary purpose of this role is to support the Japan retail business and retail customers with warranty claims and return order management. The role will also support the Operations team by managing claims and preparing daily, weekly, and monthly reports. This position works closely with Japan-based teams and requires the ability to adapt to Japanese business culture and collaborate effectively toward organizational goals. Responsibilities include coordinating with Japan RCC to submit and track SIC claims and engaging directly with Store Teams and Wholesalers. Communication may involve Japanese-language content; however, Japanese language skills are an advantage but not mandatory. The candidate should be comfortable working with Japan/Tokyo stakeholders and effectively leveraging translation and language-assistance tools, with a willingness to learn and operate in a cross-cultural environment.

Job Description: -

• Provide support to Japan’s Operations team to manage assigned customers/retailers to process the customer orders using the various platforms.
• Ability to adopt and use the order entry ERP system.
• Ability to communicate with customers in Japanese on emails.
• Process and manage the warranty claims.
• Ensure order flow takes places smooth by interacting proactively with internal/external teams.
• Respond to order /warranty related queries, within the specified time frame.
• Ability to read and understand PO before proceeding with the order.
• Adopt to changes and use effective ways of communication for fast solutions.
• Effective management of time & work to meet the SLAs and to accomplish customer satisfaction.
• Knowledge of stock count and tabulating cycle count report on a weekly basis.
• Prepare and completes the various reports (daily, weekly, and monthly) within SLA.

Skills required.

• Computer skills – proficient in Microsoft Office applications, especially Excel and Outlook.
• Strong verbal communication skills with experience interacting with Japan/Tokyo-based clients or teams
• Excellent communication skills in English and Japanese.
• Knowledge of Order management Terminologies.
• Prior experience working in return/warranty claims will be an added advantage.

Who We Hire?

Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. MillerKnoll 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].