CUSTOMER EXPERIENCE SPECIALIST - BUILDER

Dal-Tile Distribution, Inc.; Dallas (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

Dal-Tile seeks a Customer Experience Specialist to support showroom lead generation, research and development, and maintain accurate customer records in CRM, Oasis, SAP, and MS Office. The role is based in Dallas with a Monday–Friday schedule and in-office requirements.

Responsibilities include handling customer claims, coordinating with Sales, Logistics and Field Services, and aiding training initiatives to improve processes and customer satisfaction.

Qualifications

• Bachelor's degree or equivalent education/experience.
• 2-4 years relevant experience in a customer-focused role.
• Previous customer service experience required.

Responsibilities

• Investigate customer claims to determine root cause and identify solutions.
• Communicate with Sales Agents and customers after sales transactions.
• Coordinate actions with Logistics, Field Services, and external customers for replacements.
• Support training workshops related to customer experience.
• Prepare reports, presentations, and metrics for internal/external audiences.
• Assist with invoices, accounts receivable, and data analysis for accounts.

Skills

Customer service

Communication

Problem solving

Organizational skills

Multitasking

Education

Bachelor's degree or equivalent

2-4 years relevant experience

Tools

CRM

Oasis

SAP

Microsoft Office

Job description

Join the largest manufacturer of tile and natural stone in the United States and watch your career stand out with Dal-Tile, a subsidiary of Mohawk Industries.

Our close-knit team of dedicated professionals has made us the success we are today. In exchange for their hard work, we support our people with a family-friendly work environment, a commitment to promoting from within, unique benefits that go beyond just medical and dental, and a belief that every employee deserves a productive life outside of work. If this sounds outstanding to you, take the first step forward and explore a career with Dal-Tile.

Dal-Tile is currently seeking an exceptional Customer Experience Specialist - BUILDER to join our TEAM! As the Customer Experience Specialist, we need someone who is ready to provide a variety of support such as assist showroom efforts with lead generation and business research/development while maintaining accurate customer records in all software systems like CRM, Oasis, SAP, MircosoftOffice and other programs.

SHIFT: M-F 6:30AM-4PM CST

• This role does NOT provide current or future sponorship assisstance
• Please note that we will NOT provide relocation assistance (Candidates are expected to relocate on own 3 weeks from time of offer acceptance)
• Employees are required to report in office 4 days a week / 7838 CF Hawn Freeway | Dallas, Texas 75217 (NO NEGOTIATION)
• This is a direct hire role; We are NOT open to employing through contractor or agency

Duties and Responsibilities of the Position:

• Investigate claims submitted by customers to determine root cause, identify possible solutions, and train to ensure matters are handled appropriately andsupport business by correcting future potential issues.
• Communicate and follow up with Sales Agentsduringafter-salestransactions,both internal and external.
• Communicate and coordinate actions with necessary functionsto resolve replacement or remedial claims caused by manufacturing defects,addressing anydisputes,and negotiating any 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,andpromote 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 broughttothe customer.
• May process invoices and customer reports as neededand work withthe creditdepartment on accounts receivable.
• May be responsible for compiling and reviewingprimary and secondary data showing sales volume, inventory levels,and merchandising action plans to ensure effective and profitable maintenance of assigned accounts.
• Assist withspecial projects as needed.
• Perform other duties as needed.

Required Experience and Education

• Bachelors degree in a related fieldor equivalent education and/or experience.
• 2-4 years relevant experienceor equivalent education and/or experience.
• Previous customer service experience required.

Competencies:

• 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.
• Proficient using MicrosoftOfficeSuite products.

We offer competitive salary and a comprehensive benefits package, career opportunities, and an environment of creativity and growth. Examples include: Company Match on 401k,Employee Purchase Discount, and Tuition Reimbursement.

Dal-Tile is a proud supporter of our U.S. military, veterans and their families - Thank You for Your Service!

Active military, transitioning service members and veterans are strongly encouraged to apply.

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Dont Work participant.

Job Type Professional Opportunities

Req ID 94527