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Requisition ID:  36949

Customer Experience Solutionist - Residential



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.



Primary Objective:

This role will serve 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. The position will play a key role in supporting the retention and growth of top tier accounts through differentiation of service.


Major Function and Scope:

· Analyze 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 customer

· Leverage relationship with customer to encourage and drive adoption of Mohawk’s e-business solutions

· Serve as a liaison between customer and other Mohawk departments and effectively interacts with all team members to resolve 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 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

· Build efficient truckloads and schedules in coordination with the traffic department

· Explore and facilitate solutions for “hot” or special orders as agreed upon with Sales, Operations, CS Leadership.

· Special projects and other duties as assigned


Type of Experience and Knowledge:

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



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

o Must be able to manage complexity

o Multiple brands, divisions and expectations

o 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



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