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Requisition ID:  56363

Commercial Claims Account Analyst



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 Commercial Claims Account Analyst with a positive and engaging personality and strong customer service skills to manage After-Sales and Commercial Claims accounts on a regional level.


This role will coordinate with internal functions to trouble shoot and resolve discrepancies related to orders, advise on technical expertise and installation needs, as well as investigate and resolve claims.


Our Customer Experience team is relentlessly focused on providing exceptional service that inspires customer loyalty and strengthens our position as the world’s leading flooring manufacturer. We’re looking for people who thrive on connection and collaboration to join us in taking Customer Experience to the next level.


What you’ll do:

  • Investigate complex customer claims including nature of complaint, warranty, inspection report, lab results, input from dealer, etc. to identify root cause and determine if credit should be issued
  • Coordinate with sales, quality assurance, transportation, logistics and field services to execute delivery and execution of replacement or remedial claims caused by manufacturing defects
  • Negotiate settlement of claims, which includes explaining and processing options for resolution, such as Allowance to Keep (ATK), Service to Keep (STK), or replacement
  • Negotiate labor contract details and partner with external vendors to manage scheduling with customer and installer for projects


What you have:

  • High school diploma or general education degree (GED)
  • Bachelor’s degree or continuing education/certification related to business, supply chain or related area (preferred)
  • 2+ years of customer-service related experience; Commercial experience preferred
  • 1+ year of experience in the flooring industry
  • Superior data entry skills and proficiency (Microsoft Word, Excel, Power Point and AS400)
  • Knowledge of installation guidelines and warranties; internal experience (preferred)


What you’re good at:

  • Communicating and negotiating effectively with internal and external customers
  • Staying organized and paying attention to detail in a fast-paced environment
  • Working collaboratively as part of a fast-paced team, with strong personal organization, poise and professionalism
  • Using appropriate conflict resolution methods to respond quickly to customer/consumer issues with a positive and empathetic attitude
  • Honing your ability to persuade, market and sell new ideas based on culture, audience and business needs


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.

Nearest Major Market: Calhoun

Apply now »