Builder Customer Experience Specialist

Mohawk Industries, Inc.; Dallas (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Dal-Tile is seeking a Customer Experience Specialist - BUILDER to join our team in Dallas. The role includes showroom support with lead generation and business research while maintaining accurate customer records in CRM, Oasis, SAP, and MS Office.

The position requires a Bachelor’s degree or equivalent, 2–4 years of customer service experience, and strong communication and multitasking abilities. It is a direct hire with in-office work four days a week.

Qualifications

• Bachelor’s degree in a related field or equivalent education and/or experience.
• 2-4 years’ relevant experience or equivalent education and/or experience.
• Previous customer service experience required.
• Demonstrates strong knowledge of technical, process, and business principals, industry practices and standards.
• Excellent communication, problem solving, and organizational skills.
• Able to multitask, prioritize, and manage time effectively.
• High level of integrity and discretion in handling sensitive and confidential data.

Responsibilities

• Investigate claims submitted by customers to determine root cause, identify possible solutions, and train to ensure matters are handled appropriately and support business by correcting future potential issues.
• Communicate and follow up with Sales Agents through after-sales transactions, both internal and external.
• Coordinate actions with necessary functions to resolve replacement or remedial claims caused by manufacturing defects, address disputes, and negotiate deductions relevant to the claim.
• Coordinate customers’ shipping and scheduling requirements with Logistics, Mohawk Fleet, Field Services, and external contractor customers’ shipping requirements for delivery and installation of replacement orders.
• Support department goals and initiatives that improve efficiency, simplify processes, and promote teamwork and overall business competitiveness.
• May assist with the development and administration of training workshops as it relates to customer experience.
• Structure content for internal and external correspondence with customers, vendors, and key stakeholders that include reports, presentations, and metrics.
• Research items related to chargebacks, disputed invoices, product discrepancies, and other matters brought to the customer.
• May process invoices and customer reports as needed and work with the credit department on accounts receivable.
• May be responsible for compiling and reviewing primary and secondary data showing sales volume, inventory levels, and merchandising action plans to ensure effective and profitable maintenance of assigned accounts.
• Assist with special projects as needed.
• Perform other duties as needed.

Skills

Communication

Problem solving

Organizational skills

Multitasking

Education

Bachelor’s degree or equivalent

Tools

CRM

Oasis

SAP

Microsoft Office

Job description

Dal-Tile is seeking a Customer Experience Specialist - BUILDER to join our team in Dallas. The role includes showroom support with lead generation and business research while maintaining accurate customer records in CRM, Oasis, SAP, and MS Office.

The position requires a Bachelor’s degree or equivalent, 2–4 years of customer service experience, and strong communication and multitasking abilities. It is a direct hire with in-office work four days a week.