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Claims Coordinator

3 months ago

Calhoun, United States Mohawk Industries Inc Full time

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 Claims Coordinator who can do more for all Mohawk Flooring North America brands across residential, distributor and builder multifamily divisions. This position will develop the skills and decision-making capabilities needed to manage the claims process for a designated area to ensure cost effective and timely resolution of customer claims.

Our Customer Experience team is relentlessly focused on 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 us in taking Customer Experience to the next level.

What you'll do:

  • Complete training on product knowledge including common defects and basic construction components of each product type.
  • Develop understanding of quality test protocols, pass/fail requirements, warranties, installation guidelines and product maintenance requirements needed to conduct claims investigations.
  • Become proficient in the initiation of claims including discerning defect codes by product type and invoice information.
  • Use the knowledge of defects to direct claims assignments to the appropriate manufacturing responsibility.
  • Negotiate claims and provide satisfactory resolution for customers, while creating the most favorable financial impact to the company.
  • Provide a high level of professional communication to internal and external customers during the investigation and decision process with goal of maintaining customer loyalty even in unfavorable circumstances.
  • Process return authorizations and credit memos. Maintain the claim records and all claims related documentation.
What you have:
  • No Claims experience required. At least two years of Customer Service experience required. (Internal candidates with at least one year of experience preferred)
  • High School diploma or GED equivalency
  • Accurate data entry skills and familiarity with computers
  • Working knowledge of AS400 and SAP systems preferred. Knowledge of Microsoft Word, Excel, and PowerPoint required.
  • Good voice quality that is both conversational and professional.
What you're good at:
  • Communicating effectively with a wide range of individuals including members of management and other internal and external business contacts
  • Solving problems, paying attention to details, staying organized and managing multiple priorities effectively in a fast-paced environment.
  • Projecting a positive image on behalf of the organization.
  • Adapting to changing business situations.
  • Using good listening skills so that customer needs, and problems are heard and addressed or resolved.
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.