Customer Experience Specialist - Builder

Mohawk Industries•Dallas, TX

11d•Hybrid

About The Position

Dal-Tile, a subsidiary of Mohawk Industries, is hiring a Customer Experience Specialist for its Builder team. The role provides customer and sales support, investigates customer claims, coordinates claim resolution and replacement orders, and helps improve customer experience processes. The position is based at 7834 CF Hawn Freeway in Dallas, Texas, with employees required to report to the office four days per week. The schedule is Monday through Friday, 6:30 a.m. to 4:00 p.m. CST. This is a direct-hire role; contractor or agency employment and relocation assistance are not offered. Candidates are expected to relocate at their own expense within three weeks of offer acceptance. The employer does not provide current or future sponsorship assistance. The role includes maintaining accurate customer information in business systems, supporting showroom lead generation and business research, coordinating with internal teams and external customers, and preparing customer communications, reports, presentations, and metrics. It may also involve training workshops, invoice processing, accounts receivable support, account sales and inventory analysis, and special projects. Dal-Tile offers a competitive salary, a comprehensive benefits package, career opportunities, and an environment focused on creativity and growth. Examples of benefits include a company 401(k) match, employee purchase discount, and tuition reimbursement.

Requirements

Bachelor’s degree in a related field, or equivalent education and/or experience.
Two to four years of relevant experience, or equivalent education and/or experience.
Previous customer service experience.
Strong knowledge of technical, process, and business principles, industry practices, and standards.
Excellent communication, problem-solving, and organizational skills.
Ability to multitask, prioritize, and manage time effectively.
High integrity and discretion when handling sensitive and confidential data.
Proficiency with Microsoft Office Suite products.
Ability to work Monday through Friday, 6:30 a.m. to 4:00 p.m. CST, and report to the office four days per week.
Candidates must relocate at their own expense within three weeks of offer acceptance; relocation assistance is not provided.
The role does not provide current or future sponsorship assistance.

Responsibilities

Investigate customer claims to determine root causes, identify solutions, and help prevent future issues through appropriate handling and training.
Communicate and follow up with Sales Agents during internal and external after-sales transactions.
Coordinate with relevant functions to resolve replacement or remedial claims related to manufacturing defects, address disputes, and negotiate claim-related deductions.
Coordinate shipping and scheduling requirements for replacement orders with Logistics, Mohawk Fleet, Field Services, and external contractor customers.
Support department goals and initiatives that improve efficiency, simplify processes, promote teamwork, and improve business competitiveness.
May assist with developing and administering customer-experience training workshops.
Prepare content for internal and external correspondence with customers, vendors, and stakeholders, including reports, presentations, and metrics.
Research chargebacks, disputed invoices, product discrepancies, and other customer matters.
May process invoices and customer reports and work with the credit department on accounts receivable.
May compile and review sales-volume, inventory-level, and merchandising-plan data to support effective and profitable maintenance of assigned accounts.
Assist with special projects and perform other duties as needed.
Support showroom efforts with lead generation and business research and development.
Maintain accurate customer records in CRM, Oasis, SAP, Microsoft Office, and other software systems.