Customer Experience Specialist: Claims & Solutions

Dal-Tile LLC; Dallas (TX); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

401k matching

Employee purchase discount

Tuition reimbursement

Job summary

Dal-Tile LLC, a leading tile and natural stone manufacturer in the United States, is seeking a professional in Dallas to handle customer claims, order coordination, and after-sales support. The role emphasizes investigation, communication with Sales Agents, and collaboration with Logistics and Finance to ensure accurate, timely service.

The position requires a Bachelor's degree or equivalent, 2-4 years of relevant experience, and proven customer service capabilities.

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 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.
• 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.

Skills

Customer service

Communication

Problem solving

Time management

Education

Bachelor's degree in a related field

Equivalent education and/or experience

Tools

Microsoft Office

Job description

Dal-Tile LLC, a leading tile and natural stone manufacturer in the United States, is seeking a professional in Dallas to handle customer claims, order coordination, and after-sales support. The role emphasizes investigation, communication with Sales Agents, and collaboration with Logistics and Finance to ensure accurate, timely service.

The position requires a Bachelor's degree or equivalent, 2-4 years of relevant experience, and proven customer service capabilities.