Customer Experience Specialist - Builder

Mohawk Industries Inc. · United States

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

• This role does NOT provide current or future sponorship assisstance

• Please note that we will NOT provide relocation assistance (Candidates are expected to relocate on own 3 weeks from time of offer acceptance)

• Employees are required to report in office 4 days a week / 7834 CF Hawn Freeway | Dallas, Texas 75217 (NO NEGOTIATION)

• This is a direct hire role; We are NOT open to employing through contractor or agency

Duties and Responsibilities of the Position:

• 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.

Required Experience and Education

• Bachelors 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.

Competencies:

• 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.

We offer competitive salary and a comprehensive benefits package, career opportunities, and an environment of creativity and growth. Examples include: Company Match on 401k, Employee Purchase Discount, and Tuition Reimbursement.

Dal-Tile is a proud supporter of our U.S. military, veterans and their families - Thank You for Your Service!
Active military, transitioning service members and veterans are strongly encouraged to apply.

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Dont Work participant.