CUSTOMER EXPERIENCE SPECIALIST - BUILDER
Mohawk IndustriesAbout the role
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
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This role does NOT provide current or future sponorship assisstance
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Please note that we will NOT provide relocation assistance (Candidates are expected to relocate on own 3 weeks from time of offer acceptance)
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Employees are required to report in office 4 days a week / 7834 CF Hawn Freeway | Dallas, Texas 75217 (NO NEGOTIATION)
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This is a direct hire role; We are NOT open to employing through contractor or agency
Duties and Responsibilities of the Position:
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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.
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Communicate and follow up with Sales Agents during after-sales transactions, both internal and external.
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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.
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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.
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Support department goals and initiatives that improve efficiency, simplify processes, and promote teamwork and overall business competitiveness.
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May assist with the development and administration of training workshops as it relates to customer experience.
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Structure content for internal and external correspondence with customers, vendors, and key stakeholders that include reports, presentations, and metrics.
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Research items related to chargebacks, disputed invoices, product discrepancies, and other matters brought to the customer.
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May process invoices and customer reports as needed and work with the credit department on accounts receivable.
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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.
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Assist with special projects as needed.
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Perform other duties as needed.
Required Experience and Education
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Bachelor’s degree in a related field or equivalent education and/or experience.
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2-4 years’ relevant experience or equivalent education and/or experience.
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Previous customer service experience required.
Competencies:
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Demonst
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