To provide customer support and communication for Company customers, sales professional services, and administration. Under direct supervision, responsible for booking and releasing customer orders and assuring that all orders are properly shipped. Impacts various areas through effective coordination of information from different offices. This information will be used by Sales Management in customer account business reviews.
Proactively working to resolve their customer needs by utilizing relationships developed with departments line Logistics, Service Assurance, and Claims.
Answering customer calls transferred from internal staff for orders requiring escalated service. (guidelines will be provided) This will avoid the CSRs telling the customer to call their TM for assistance
Managing all assigned orders, CPU, Customer W/A, manual pick, etc., in effort to avoid aging assignments (this will include the manual calls needed until push notifications can be implemented)
Working closely with the sales team to avoid aging orders and cancelations.
Providing the trainers feedback on issues that you come across that are caused by CSRs not having needed tools or knowledge of processes.
Informing leadership of problematic issues that need to be addressed
Suggested process changes that will improve the over-all customer experience
Participating in collaborative sessions with logistics, inventory allocations team, traffic, pricing or any area that is needed to ensure best practice and proper processes are followed
Participate in training as needed
Initiate and lead special projects as needed
Backing up general phones or other department responsibilities as needed or requested
EOE Minorities/Females/Protected Veterans/Disabled
High School Diploma or GED equivalency required. Some college in business related field or (CCSS) Certified Customer Service Specialist certification preferred
2 years Mohawk Customer Service Experience or minimum of 5 years combined customer service experience in the flooring industry.
Intermediate Computer Skills:
in word-processing and spreadsheet applications (MS Word, Excel AS400, Inet, & Electronic mail required).
In-depth knowledge of Company brands and products information required to perform the essential functions of the job. In-depth knowledge of commonly used concepts, practices and procedures related to department activities
Strong commitment to customer/client satisfaction.
Ability to perform with ease multiple tasks and manage time effectively.
Ability to effectively communicate on a professional manner as well as interpret incoming calls and handle in an appropriate manner.
Must possess excellent organization skills, pronounced judgment and decision making abilities and be able to maintain confidentiality of information.
High degree of skill and ability to explain most complex matters to ensure customer satisfaction and retention.
Excellent oral and written communication skills with a demonstrated ability to interact effectively with individuals at all levels in the organization required. Good Voice Quality that is conversational and professional.
Ability to interpret and follow oral and written instructions, policies, guidelines and processing standards.
Ability to demonstrate strong organizational and problem solving skills required.
Ability to demonstrate strong interpersonal relationship building skills.
Must be an effective team member.
Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawks 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 worlds largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States
Job ID 2019-40751
FLSA Status NonExempt