CUSTOMER EXPERIENCE SPECIALIST - BUILDER

Mohawk Industries; Dallas (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Company match 401k

Employee purchase discount

Tuition reimbursement

Job summary

Dal‑Tile, a Mohawk Industries subsidiary, seeks a Customer Experience Specialist - BUILDER in Dallas, TX to support showroom efforts, generate leads, and maintain customer records across CRM, Oasis, SAP, and Microsoft Office.

The role is in-office, with a 6:30 AM–4:00 PM CST schedule, and requires 2–4 years of relevant experience plus a bachelor’s degree. You’ll coordinate with Sales, Logistics, and external partners to resolve issues and drive customer satisfaction.

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.

Responsibilities

• Investigate claims to determine root causes and solutions.
• Communicate with Sales Agents during after-sales transactions.
• Coordinate actions with Logistics and external contractors to resolve claims.
• Support shipping, scheduling, and installation for replacements.
• Assist with training workshops and prepare internal/external communications.

Skills

Customer service

Communication

Problem solving

Time management

Education

Bachelor’s degree in a related field

Tools

Microsoft Office Suite

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, Mircosoft Office 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 / 7834 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 and support business by correcting future potential issues.
• Communicate and follow up with Sales Agents during after‑sales transactions, both internal and external.
• Communicate and coordinate actions with necessary functions to resolve replacement or remedial claims caused by manufacturing defects, addressing any disputes, 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, 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.

Required Experience And Education

• 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.

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 Microsoft Office Suite 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
• 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 Don’t Work participant.