Customer Engagement Specialist

Shaw Industries Inc.; Dalton (GA); Remote; USD 22,000 - 30,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life insurance and disability coverage

Tuition reimbursement

Employee assistance program

Health savings account

Paid Time Off

Parental Leave

401K and Retirement Plans

Product discounts for employees

Adoption assistance

Job summary

Shaw Industries Group, Inc. is seeking a Customer Engagement Specialist to support residential customers remotely. The role focuses on processing orders, delivering tailored information, and ensuring fast, professional service via phone and email.

You will log interactions in Salesforce, collaborate with sales, Distribution, Planning, Sourcing, and Product teams, and strive for first-call resolution while maintaining high service standards.

Qualifications

• High School Diploma required.
• Experience: Proficient in Order Entry platform.
• Experience: Knowledge of MS365.
• Technically savvy with multiple applications in a Windows environment.
• Strong service mindset and initiative to solve problems.

Responsibilities

• Create meaningful interactions for customers and the sales team with professionalism and empathy.
• Serve as the first point of contact between the company and customers in a fast-paced environment.
• Strive for first call resolution with no holds or transfers.
• Log all interactions in Salesforce.com or other CRM solutions.
• Resolve issues using Distribution, Planning, Sourcing, and Product systems.
• Maintain professionalism in all oral and written communications.

Skills

Customer service

Order entry

MS365

Multitasking

Education

High School Diploma

Job description

Remote

Shaw Plant 72, 900 VD Parrot Parkway, Dalton, GA 30721 USA

Full time

R-158291

Job Title

Customer Engagement Specialist

Position Overview

Position Overview: Enhance the Residential business segment's value proposition by consistently delivering exceptional customer experiences. This involves efficiently processing orders, offering tailored solutions, supplying precise information, and proactively addressing any arising issues. Essential Job Duties:

• Create meaningful interactions for both our customers and the sales team by exemplifying professionalism, empathy, and a customer-focused approach.

• Serve as the first point of contact between our company and our customers in a fast-paced, changing, and growing business.

• Strive to maintain a first call resolution (no holds/ no transfers) on each interaction.

• Utilize Salesforce.com (or other CRM solution) to log all interactions.

• Utilize resources to resolve all customer issues including Distribution, Planning, Sourcing, and Product systems.

• Exceed measurement goals by maintaining an elevated level of proficiency of process and performance while managing a high volume of interactions via a variety of multimedia channels (i.e. telephone, e-mail, etc.).

• Enhance our organization’s reputation by heightening customer satisfaction through prompt, efficient and courteous service.

• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; collaborating on unresolved problems.

• Integrate personal ownership of service that adds value to customer interaction and the relationship with our company.

• Maintain a level of professionalism in all oral and written communication.

  Competencies:

• Communicate Effectively

• Build Customer Satisfaction

• Apply Work Standards

• Solve Problems

• Adapt and Change

  Position Requirements:

• High School Diploma required

• Experience: Currently proficient in Order Entry platform

• Experience: Knowledge of MS365.

• A strong candidate will be technically savvy and comfortable operating several applications simultaneously (a mainframe and PC Windows-based environment, including electronic mail systems).

• Exhibit high level of patience, service commitment and initiative to solving problems

• Must have a strong work ethic and sound work habits including good attendance, goal driven to exceed expectations and strong service mentality toward customers.

  Prefer Skills:

• Remote Customer Support/Call Center Experience

• Experience handling inquiries, complaints, and escalations

• Strong analytical and problem‑solving skills with the ability to identify root causes and implement solutions

• Excellent verbal and written communication skills, with active listening skills and the ability to explain information clearly and professionally

• Strong organizational and time management skills with the ability to anticipate customer needs and consider solutions beyond the immediate request. Identify root causes and implement solutions

• Strong computer navigation skills with the ability to quickly learn and adapt to new systems, processes, and technologies.

Location: Remote

Hourly Grade: P17Position Hours: 11:00AM - 8:00PM EST

Remote Work Requirements:

For associates working remotely, the following are required:

• Reliable Internet Connection: Must have a high‑speed, wired internet connection (minimum 10mbps download / 3mbps upload) with no data limitations or restrictions.

• Workspace Setup: A defined, ergonomic workspace is essential, free from distractions, to ensure a professional and effective work environment.

• Availability: Remote employees must be available to work during inclement weather, emergencies, and be open to mandatory overtime or schedule adjustments as needed.

Shaw benefits include:

• Medical, dental, and vision insurance

• Life insurance and disability coverage

• Tuition reimbursement

• Employee assistance program

• Health savings account

• Paid Time Off

• Parental Leave

• 401K and Retirement Plans

• Product discounts for employees

• Adoption assistance

• Shaw Family Health Center (Dalton, GA, and Cartersville, GA, locations)

• And much more

Shaw Industries Group, Inc. is a leader in flooring and other surface solutions designed for residential housing, commercial spaces and outdoor environments. Leveraging strengths in design, innovation and operational excellence, the company takes a people-centered, customer-focused, and growth-minded approach to meet diverse market needs. It creates differentiated customer experiences through its expansive portfolio of brands: Anderson Tuftex, COREtec, Shaw Floors, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Sports Turf, Shawgrass, Southwest Greens, Watershed Geo and more.

Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway, Inc. with more than $6 billion in annual sales and 18,000 associates worldwide.

Work Shift

8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM

Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

A history of success, a future of possibility

Founded in 1967, Shaw Industries' leadership has been built on a history of success. Over time, our products have expanded, the customers we serve have been broadened, and the technology we use has advanced, but our vision to create a better future remains the same. Exceeding our customers' expectations for quality, service and performance is at the heart of our business.

Global Flooring Provider

Shaw Industries Group Inc. supplies carpet, resilient, hardwood, tile and stone, synthetic turf, and other specialty products to residential and commercial markets worldwide.

Learn more (https://shawinc.com/Company-Profile)

Operational Excellence

Our manufacturing operations and integrated supply chain deliver a broad array of products to meet diverse needs across residential and commercial markets throughout the world.

Learn more (https://shawinc.com/Our-Operations/Manufacturing)

Award Winning

The success of our company and the success of our associates go hand-in-hand. We are consistently awarded as an employer of choice, community partner, and leader in design and innovation.

Learn more (https://shawinc.com/Company-Profile/Awards)

We Sustain Human Ability

At Shaw, sustainability means sustaining human ability in all of our products and processes. We ask ourselves "how can we minimize our impact on the environment and maximize human potential?"

Learn More (https://shawinc.com/Our-Impact/Sustainability)

Community Partner

From civic involvement and philanthropic giving to volunteerism and future workforce development, our company and associates leverage our combined passions and expertise in addressing community needs, collaboratively.

Learn More (https://shawinc.com/Our-Impact/Community-%281%29)

In The News

There is always something new and exciting happening at Shaw. Check out our news page to read our recent press releases, company blog posts, sustainability reports and more!

Learn More (https://shawinc.com/Newsroom)