Mohawk Industries Customer Service Solutionist - RESIDENTIAL in CALHOUN, Georgia
The RESIDENTIAL Customer Service Solutionist will serve as a single point of contact for top tier customers (Godfrey Hirst, Canada, Karastan) to provide superior service throughout the entire order life-cycle managing all customer needs from order entry through after-sales service. The Customer Service Solutionist will play a key role in supporting the retention and growth of top tier accounts through differentiation of service.
Choose your shift: 8AM - 5PM or 9AM - 6PM
Listen to and analyze RESiDENTIAL customer’s issues, investigate problems, and provide solutions that builds customer confidence by making Mohawk easy to do business with.
Provide accurate and extremely responsive resolution to incoming customer requests.
Deliver proactive outbound communication related to service disruptions while also providing potential solutions to mitigate impact to the customer.
Leverage relationship with customer to encourage and drive adoption of Mohawk’s e-business solutions.
Serve as a liaison between the customer and other Mohawk departments and effectively interact with all team members in order to resolve the customers’ needs.
Working knowledge of the Customer Service, Credit, and Claims departments to effectively perform basic tasks for each area and respond to basic inquiries from the customer.
Process orders, answer inquiries, enter claims and other order related tasks with the highest degree of courtesy and professionalism.
Access information from a variety of systems and references to achieve the best solution for customer.
Will offer alternative solutions where appropriate with the objective of retaining customer’s business.
Ability to build efficient truckloads and schedules in coordination with the traffic department.
Ability to explore and facilitate solutions for “hot” or special orders as agreed upon with Sales, Operations, CS Leadership, Etc.
Special projects and other duties as assigned.
High school diploma or GED required
Five (5) or more years of relative customer-facing experience preferred
Strong computer skills with knowledge of applicable software applications such as Word, Excel, PowerPoint, Access, MS Project, MS Outlook
AS400 experience preferred
Experience in electronic data interchange (EDI) in a customer-facing environment preferred or other electronic customer support systems
Able to sit for long periods of time
Excellent oral, written, presentation and interpersonal communication skills to effectively interact with senior management, internal and external business contacts
Comfortable with being empowered to solve problems and make quick decisions
Cannot overanalyze, fast paced complex business
Must be able to manage complexity
Multiple brands, divisions and expectations
People, processes and protocol
Ability to build effective working relationships with customers and internal teams as well as senior leadership
Champion the organization’s drive toward premier service and delivery in support of the company’s strategic goals
Requires little supervision, works independently and is self-motivated
Eager to continue to grow and develop skills and talents
Demonstrated ability to achieve results through team efforts
Ability to deal in a fast-paced, demanding, and ever-changing environment
Must demonstrate a positive and solutions-oriented attitude
Brings positive energy to the workplace
EOE Minorities/Females/Protected Veterans/Disabled
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
Business Site US-GA-CALHOUN
Job ID 2019-44532
FLSA Status NonExempt
Job Group Customer Experience