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Requisition ID:  49440

Customer Service Representative Lead

 

 

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.

 

 

Customer Service Representative Lead

 

     Find your more with Mohawk!
 

 

At Mohawk Industries, we’re committed to more – more customer solutions, more process improvements, more sustainable manufacturing and more opportunities for our people.


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. Come find your “more” with Mohawk!

 

What we need:

 

Mohawk is looking for a Customer Service Representative Lead to perform advanced customer service tasks, handle non-routine issues and assist with training, assigning and checking the work of other Customer Service Representatives.

 

Our Customer Experience team is focused on building strong relationships and 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 our team.

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What you’ll do:

 

  • Assist with team leadership by orienting, training, assigning and checking the work of the other Customer Service Representatives.
  • Work with Customer Service Representatives to resolve complex non-routine issues,

provide direction and advice, identify discrepancies and provide guidance needed for correct work.

  • Respond to inquiries from product managers, territory managers and divisional sales managers.
  • Answer escalated calls and emails from customers, sales representatives, and end users regarding inquiries, orders, changes, cancellations, delivery dates, application of products and pricing. 
  • Provide input to Customer Experience Supervisor on employment related issues such as assessing job candidates, providing input on performance reviews and recommending corrective actions.
  • Collaborate with business partners to drive customer satisfaction.
  • Participate in department projects and provide administrative support to management as needed.
  • May act on behalf of supervisor during his/her absence.

 

What you have:

 

  • High school diploma or GED required 
  • Some college in business-related field or (CCSS) Certified Customer Service Specialist certification preferred
  • Computer skills in word-processing and spreadsheet applications, including Outlook, Webmail, MS Word, Excel and AS400
  • 2-3 years of customer experience and advanced knowledge to handle complex customer inquiries and problems
  • Computer skills in word-processing and spreadsheet applications, including Outlook, Webmail, MS Word, Excel and AS400
  • Good voice quality that is conversational and professional

 

 

What you’re good at:

 

  • Communicating effectively, both orally and in writing, with diverse groups of people
  • Translating complex matters into easy-to-understand communication to ensure customer satisfaction and loyalty
  • Building strong relationships and working as an effective team member
  • Exercising good judgement and solving problems.
  • Prioritizing assignments, staying organized and managing time effectively.   

 

 

What else?

 

  • This position requires flexibility to work different schedules based on the needs of the business
  • 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