Customer Experience Specialist- CX Training

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:

The Customer Experience Specialist (Training) is an established performer that works to facilitate and support the Customer Experience function by coordinating with internal partners. This role is responsible for troubleshooting, resolving, advising, and helping to train on matters presented by external customers to promote customer satisfaction and drive business relations. This role also supports training design, delivery, and continuous learning initiatives, ensuring successful adoption of systems, tools, and processes that enhance the customer experience. 

What you’ll do:

• Investigate claims submitted by customers and translate findings into training content, coaching opportunities, and process improvements. 
• Coordinate and execute all Customer Experience training related training materials, programs, and documents across various departments. 
• Leverage data insights (QM Scores, KPIs, customer feedback) to identify training gaps and recommend target improvements
• Facilitate new hire training sessions for CX new hires for proper team onboarding.
• Collaborate with leadership to identify opportunities for training and continued development 
• Communicate and follow up with Sales Agents during after-sales transactions, both internal and external.
• Communicate and coordinate actions with necessary functions to resolve replacement or remedial claims caused by manufacturing defects, addressing any disputes, and negotiating any deductions relevant to the claim.
• Coordinate customers’ shipping and scheduling requirements with Logistics, Mohawk Fleet, Field Services, and external contractor customers’ shipping requirements for delivery and installation of replacement orders.
• Support department goals and initiatives that improve efficiency, simplify processes, and promote teamwork and overall business competitiveness.
• May assist with the development and administration of training workshops as it relates to customer experience.
• Structure content for internal and external correspondence with customers, vendors, and key stakeholders that include reports, presentations, and metrics.
• Research items related to chargebacks, disputed invoices, product discrepancies, and other matters brought to the customer.
• May process invoices and customer reports as needed and work with the credit department on accounts receivable.
• May be responsible for compiling and reviewing primary and secondary data showing sales volume, inventory levels, and merchandising action plans to ensure effective and profitable maintenance of assigned accounts.
• Develop training materials including presentations, simulations, and knowledge base content
• Analyze performance data (AHT, SLA, QM Scores, CSAT) to identify trends and inform training strategies
• Assist with special projects as needed.
• Perform other duties as needed.
• Deliver ongoing coaching and reinforcement training based on QM evaluations and performance trends
• Partner with leadership to support change management initiatives, including system process updates

What you have:

• Bachelor’s degree in a related field or equivalent education and/or experience.
• 2-4 years’ relevant experience or equivalent education and/or experience.
• Previous customer service experience required.

What you’re good at:

• Demonstrates strong knowledge of technical, process, and business principals, industry practices and standards.
• Ability to translate complex processes into clear, engaging training content
• Excellent communication, problem solving, and organizational skills.
• Able to multitask, prioritize, and manage time effectively.
• High level of integrity and discretion in handling sensitive and confidential data.
• Proficient using Microsoft Office Suite products.
• Experience with contact center platforms such as NiCE CXone or similar systems
• Familiarity with learning tools (LMS, eLearing platforms, knowledge bases)
• Ability to interpret and act on performance metrics and dashboard

What else?

• While we’re a primarily in-office team, we thrive on flexibility and ensure 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.