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Requisition ID:  64684

Lead Claims 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 Lead Claims Analyst who can do more for Mohawk Flooring North America brands.


The LCA will ensure effective and efficient coordination between the Company and its customers with a high level of service and support. The lead will establish and maintain positive business relationships both internally and externally to promote company goals. This role relies on experience and judgment to plan and accomplish assigned tasks and goals.


What you’ll do:

  • Performs lead duties that may include but are not limited to orientation and training of junior team members. Provides task related direction and advice to resolve non-routine issues and Identifies discrepancies and provides guidance on the action steps necessary to correct work.
  • Investigates all claims submitted by customers to determine if credit should be issued based upon nature of complaint, warranty, inspection report, lab results, input from dealer, etc. Handle all necessary paperwork associated with the claims process.
  • Investigate chargebacks and disputed invoices resulting in an appropriate resolution. Interface with Sales to settle replacement claims, allowances, and returns due to non-manufacturing errors.
  • Resolve pricing claims with Customer Service and Sales within the specific Guidelines of Mohawk’s pricing claims policy.
  • Interact with internal and external customers to gather additional information and negotiate settlement of claims. Team with credit department to manage the accounts receivable.
  • Analyzes and answers inquiries regarding claim adjudication including method of payment.
  • Coordinate customers’ shipping requirements for delivery of replacement orders caused by internal errors.
  • Provides feedback to management regarding department enhancements, process improvements and/or job performance of lower-level team members.


What you have:

  • High School Diploma or general education degree (GED) with a minimum of 6 years job specific work experience with demonstrated professional growth and achievement.
  • Advanced knowledge of After Sales functions related to the research and resolution of claims.
  • Experience in the carpet/flooring manufacturing is a plus.
  • Working knowledge of computers / AS400 system as well as Word, Excel, and PowerPoint.
  • Superior data entry skills.


What you’re good at:

  • High degree of skill and ability to explain most complex matters to ensure customer satisfaction.
  • Excellent oral, written and interpersonal skills to effectively interact with management, internal and external business contacts.
  • Detail oriented with the ability to manage time effectively.
  • Knowledge of general office policies and procedures.
  • Highly organized and able to handle multiple concurrent assignments/projects
  • Strong customer service orientation while projecting a positive image on behalf of the organization.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.


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

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