Customer Experience Specialist

Mohawk Industries, Inc.; Calhoun (GA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a Customer Experience Specialist to enhance customer satisfaction and streamline processes. This role offers the chance to work on diverse tasks, from investigating customer claims to coordinating logistics for replacement orders. Join a dynamic team that values flexibility and promotes professional growth, all while being part of a leading global flooring manufacturer. If you are passionate about customer service and eager to make an impact, this opportunity is perfect for you.

Qualifications

• 2-4 years of relevant experience or equivalent education.
• Strong knowledge of technical, process, and business principles.

Responsibilities

• Investigate customer claims and determine root causes.
• Communicate with sales agents during transactions.
• Support department goals to improve efficiency.

Skills

Customer Service

Communication Skills

Problem-Solving

Organizational Skills

Multitasking

Education

Bachelor’s Degree in a Related Field

Equivalent Education/Experience

Job description

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Requisition ID: 84450

Customer Experience Specialist

Are you looking for more?

At Mohawk Industries, we’re committed to more – more customer solutions, more process improvements, more sustainable manufacturing, and more opportunities for our team.

As a Fortune 500, global flooring leader with some of the best-known brands in the industry, Mohawk is a great place to start or develop your career with an emphasis on more of what’s important to you. Whether you want to lead more, innovate more, learn more, or create more, you can find your more with Mohawk.

What we need:

Mohawk is looking for a Customer Experience Specialist who is an established performer that works to facilitate and support the Customer Experience function by coordinating with internal partners. This role is responsible for troubleshooting, resolving, advising, and helping to train on matters presented by external customers to promote customer satisfaction and drive business relations.

What you’ll do:

1. 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.
2. Communicate and follow up with Sales Agents during sales transactions, both internal and external.
3. Communicate and coordinate actions with necessary claims functions as needed to resolve replacement or remedial claims.
4. 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.
5. Support department goals and initiatives that improve efficiency, simplify processes, and promote teamwork and overall business competitiveness.
6. May assist with the development and administration of training workshops related to customer experience.
7. Structure content for internal and external correspondence with customers, vendors, and key stakeholders that include reports, presentations, and metrics.
8. Research items related to invoices, products, and other matters brought to the customer.
9. May process invoices and customer reports as needed.
10. 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.
11. Assist with special projects as needed.
12. Perform other duties as needed.

What you have:

• 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.

What you’re good at:

• Demonstrates strong knowledge of technical, process, and business principles, 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.

What else?

• While we’re a primarily in-office team, we thrive on flexibility and ensuring our people can balance personal and professional time.
• We’re located in a pretty great spot – check out this video to see what we mean.

Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone, and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, IVC, Karastan, Marazzi, Mohawk, Mohawk Home, Pergo, and Quick-Step. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia, and the United States.

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran, committed to an inclusive workplace, and a proud Drugs Don’t Work participant.