CUSTOMER EXPERIENCE SPECIALIST - BUILDER

Mohawk Industries; Dallas (TX); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

401k Match

Employee Purchase Discount

Tuition Reimbursement

Job summary

Dal-Tile in Dallas seeks a Customer Experience Specialist - BUILDER to support showroom efforts, lead generation, and research while maintaining accurate customer records in CRM, Oasis, SAP and Office. The role supports after-sales communications with Sales and coordinates shipments for replacements.

Requires a bachelor's degree or equivalent, 2–4 years in customer service, and proficiency with Microsoft Office Suite. In-office work four days a week at 7834 CF Hawn Freeway, Dallas, TX 75217.

Qualifications

• Bachelor’s degree or equivalent education/experience required.
• 2–4 years’ relevant experience or equivalent education/experience.
• Previous customer service experience required.

Responsibilities

• Investigate claims to determine root cause and prevent recurrence.
• Coordinate with Sales, Logistics and other teams to resolve replacements.
• Communicate with customers and follow up after transactions.
• Coordinate shipping and scheduling for replacement orders.
• Assist with training workshops related to customer experience.
• Prepare reports and metrics for internal stakeholders.

Skills

Communication

Problem solving

Organizational skills

Education

Bachelor's degree or equivalent

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.

• 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.