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:

 

• 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 sales transactions, both internal and external.
• Communicate and coordinate actions with necessary claims functions as needed to resolve replacement or remedial claims.
• 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 invoices, products, and other matters brought to the customer.
• May process invoices and customer reports as needed.
• 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.

 

 

What you have:

 

• Bachelor’s degree in a related field or equivalent educaiton 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 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 se