Call Center - Customer Service Representative

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 searching for an exceptional Customer Solutions Representative ready to provide extraordinary customer service and ultimate Customer Experience, increasing solutions for our customers. The Customer Solutions Rep II is responsible for providing various support, sales, customer service, and office administration duties related to servicing external customers. Customer Solutions Representatives give information to customers via telephone, mail, chat, and fax regarding product order status, order inquiry, options for alternative products, delivery status, and coordination of product returns. This position is also a sales-focused role and is ideal for someone with previous experience with lead generation and who has successfully closed sales opportunities on customer calls.

Responsibilities:

• Processes and completes a high volume of orders promptly and accurately thoroughly while enhancing customer sales opportunities.

• Advanced troubleshooting skills and ability to handle and address escalations resulting in a business outcome of resolving customer complaints.

• Exhibit comfort in up-selling and providing options in products to increase sales.

• Ability to multi-task and maintain a positive attitude.

• Performs office administration duties such as keying in orders, processing faxes, preparing reports, and following up to ensure customer satisfaction with order development.

• Collaboration with the sales team, Sales Service Centers, vendors, Customer Support teams, and buyers to increase the Customer Experience.

• As a backup to specialized functions, including; internet web programs, murals, non-standard programs, etc., as needed.

• Acquire knowledge of customer base and unique customer requirements to best support Dal customers.

• Maintained accurate customer records in all software systems, CRM, Oasis, SAP, ERP, and other programs as trained.

• Prepares, follow-up, and maintains correspondence with customers.

• Proven skills to act as a vital team member, leveraging best practices, communication, verbal, written, problem-solving, and coaching skills to help support/train new CSRs and guide them in everyday tactical and strategic solutions as needed.

• Performs other related duties and special projects to help move the “Customer Experience” paradigm as needed.

Education and Knowledge:

• Requires high school diploma or GED

• Associates degree preferred, but relevant work experience considered instead of degree

Experience:

• 2-5 or more years of call center or customer service experience required with a focus on Customer Account Management

• Prior call center experience is highly preferred

• Preferred inside sales or telesales experience

• Software SAP, SalesForce, Oasis, Logility, EPORTs, AXIOS, and WMS (preferred)

• Microsoft Office

Competencies:

• Vital customer service and selling skills

• Superior interpersonal and written/oral communication skills with the ability to relate well and cooperate with others in a robust team environment to effectively coordinate activities and accomplish goals

• Ability to multi-task

• Excellent organizational, analytical, technical, and problem-solving skills

• Self-directed solid organizational skills to organize time effectively daily and weekly.

• Must be detail-oriented and have excellent written and verbal communication skills.

• Must have moderate-level computer skills in Word and Excel, with the ability to use databases and other computer systems

• Must be a team player

Other Pertinent Job Information:

While performing the duties of this job, the employee is regularly required to stand, use hands and reach with hands and arms. The associate is required to walk, stoop, kneel, crouch, or crawl. The associate may sit, climb or balance, talk or hear. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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 Don’t Work participant.