Sr. Customer Experience Coordinator
United States

Job Info

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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 Solutionist who can do more for all Mohawk Flooring North America brands by supporting existing automation solutions for the FNA Supply Chain organization and implement fast-turnaround automation as requested.

The Customer Experience Solutionist serves as a single point of contact for top-tier customers to provide superior service throughout the entire order life-cycle, managing all customer needs from order entry through after-sales service. This position plays a key role in supporting the retention and growth of top-tier accounts through differentiation of service.

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:

• High school diploma or GED required.
  

• Five or more years of relative customer-facing experience preferred.
  

• Strong computer skills with knowledge of Microsoft software applications, including Word, Excel, PowerPoint, Access, MS Project and Outlook.
  

• AS400 experience preferred.
  

• Experience in electronic data interchange (EDI) in a customer-facing environment preferred or other electronic customer support systems.
  

What you're good at:

• Communicating effectively, both orally and in writing, with diverse groups of people.
  

• Working in a fast-paced, demanding and ever-changing environment that requires solving problems and making good decisions quickly.
  

• Managing complexity with multiple brands, divisions and expectations.
  

• Effectively balancing people, processes and protocols.
  

• Building relationships with customers and internal teams, as well as senior leadership.
  

• Championing the organization's drive toward premier service and delivery in support of the company's strategic goals.
  

• Motivating yourself and working independently without a lot of supervisory direction.
  

• Achieving results through team efforts.
  

• Demonstrating a solutions-oriented attitude and bringing positive energy to the workplace.
  

What else?

• While we're a primarily in-office team, we thrive on flexibility and ensuring our people can balance personal and professional time.
  

• We're located in a pretty great spot - check out this video to see what we mean.
  

Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk's vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, IVC, Karastan, Marazzi, Mohawk, Mohawk Home, Pergo, and Quick-Step. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world's largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don't Work participant.

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