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Requisition ID:  35467

Sales Support Specialist



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 to 30+ Territory Managers and District Managers within Residential Sales. The position will play a key role in providing sales support to improve sales, customer relations, and the overall business retention and sales growth.


Major Function and Scope:

  • Analyze customer issues, investigate problems and provide solutions that build customer and sales confidence
  • Provide accurate and highly responsive resolution to a variety of service and processing related, incoming sales requests
  • Provide proactive communication to mitigate negative service or business impact to customer which include examples related to installation details and product details related to Samples to the Customer or Sales contact
  • Proactively monitor and analyze reports to reduce bottlenecks related to potential service failure
  • Understand the demographic of the Sales regions to which they are assigned to, including sales structure, customer base, shipping guidelines, inventory movement, cut off and transfer times, warehouse hours and contacts etc.
  • Provide troubleshooting assistance for customer orders, account statuses and relevant issues
  • Offer alternate product solutions where appropriate with the goal of retaining customers’ business
  • Provide support for order management activities to include check and reserve stock, order status, locate inventory, order modification, order entry, routing and logistics functions
  • Complete order placement and tracking for Samples
  • Enter claims, collect claims data, status, and investigation details
  • Assist with account management and Mohawk 360 to include appointment scheduling and updating, adding notes and contact updates
  • Provide information and knowledge on product specifications sheets, marketing, installation and sales programs, specials or promotions
  • Manage sales tracking tools and report on relevant service and order related information
  • Stay abreast of new product and feature launches
  • Provides feedback to management regarding department enhancements and process improvements
  • Participates in special projects, including leading process improvement initiatives, and performs additional duties as required.


Type of Experience and Knowledge:


  • High School Diploma or general education degree (GED)
  • Minimum of 5 years of related customer facing experience.
  • Demonstrated growth with progressive roles
  • Prefer working knowledge of CRM management or Salesforce, and AS400
  • Experience in Flooring Industry is preferred.
  • Working knowledge of computers and Intermediate level of Microsoft Office including Word, Excel, and PowerPoint is required.




  • High degree of skill and ability to explain complex matters related to customer orders and Sales information to ensure customer and sales 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.
  • Takes initiative to provide support to others, gather feedback, and make recommendations for improvements
  •  Able to problem-solve efficiently, encourage others to consider various perspectives, and provide resolution in a fast-paced environment.
  • Highly organized and able to handle multiple concurrent assignments/projects
  • Strong customer service and team orientation mindset
  • Strong record of ability to take initiative to solve problems and make quick decisions
    • Must be able to manage complexity
    • Multiple brands divisions and expectations
    • People, processes and protocol
  • <span style="font-family:"Calibri",sans-serif">Ability to build effective working relationships with customers and internal teams as well as senior leadership
  • <span style="font-family:"Calibri",sans-serif">Champion the organization’s drive toward premier service and delivery in support of strategic goals
  • <span style="font-family:"Calibri",sans-serif">Requires little supervision, works independently and is self-motivated
  • <span style="font-family:"Calibri",sans-serif">Eager to continue to grow and develop skills and talents
  • <span style="font-family:"Calibri",sans-serif">Demonstrated ability to achieve results through team efforts
  • <span style="font-family:"Calibri",sans-serif">Ability to deal in a fast-paced, demanding, and ever-changing environment
  • <span style="font-family:"Calibri",sans-serif">Must demonstrate a positive and solutions-oriented attitude





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