Customer Experience Specialist

Mohawk Industries, Inc.•Dallas, TX

11d

About The Position

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. The Customer Experience Specialist 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.

Requirements

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.
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.

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.
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.