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Customer Solutions Specialist II
2 months ago
Join a leading manufacturer in the tile and natural stone industry and elevate your career with Mohawk Industries, a respected name in the market.
Our dedicated team of professionals has contributed to our success, and in return, we offer a supportive work environment that values family, promotes internal growth, and provides unique benefits that extend beyond standard medical and dental coverage. If this resonates with you, consider advancing your career with us.
We are currently seeking a talented Customer Solutions Specialist who is committed to delivering exceptional customer service and enhancing the overall Customer Experience. The Customer Solutions Specialist II will be responsible for a range of support, sales, customer service, and administrative tasks aimed at assisting external clients. This role involves providing customers with information through various channels, including phone, mail, chat, and fax, regarding order status, inquiries, alternative product options, delivery updates, and product return coordination. This position is also sales-oriented, making it ideal for individuals with prior experience in lead generation and successfully closing sales opportunities during customer interactions.
Primary Objective:
To facilitate effective communication and coordination between the company and its clients while ensuring a high level of service and support. Process sales orders and address customer product or service concerns.
Key Responsibilities:
- Manage customer accounts, which may include order entry, inquiries, product information, order status, pricing, inventory questions, and transportation management to meet customer needs.
- Resolve routine and some complex issues, providing solutions or requested information to clients.
- Collaborate with various teams and leadership to address customer inquiries and order issues from entry to invoicing.
- Respond to customer needs of moderate complexity.
- Achieve full proficiency in specific areas of expertise.
- Work under moderate supervision from senior leadership.
- Participate in special projects and perform additional duties as needed.
- Analyze and interpret data to offer customer solutions.
- Build effective working relationships and contribute to team solutions.
- High School Diploma or GED equivalent is required.
- At least 1 year of experience in customer service or account management, preferably with a focus on customer account management.
- Familiarity with the manufacturing or flooring industry is preferred.
Strong oral and written communication skills are essential, with the ability to interact effectively with individuals at all organizational levels. A professional and conversational voice quality is required. Ability to interpret and adhere to oral and written instructions, policies, guidelines, and processing standards. Demonstrated interpersonal relationship-building skills are crucial. Proficient problem-solving abilities to identify root causes and develop proactive solutions for future challenges. Intermediate computer skills in Outlook and Excel are necessary. Attention to detail, multitasking abilities, and effective time management are vital in a fast-paced environment.
Additional Information:
While performing the duties of this role, employees are regularly required to sit, use their hands for typing or answering calls, and may walk, stand, talk, or hear. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
We offer a competitive salary and a comprehensive benefits package, including career advancement opportunities and a culture of creativity and growth. Examples of benefits include a company match on 401k, employee purchase discounts, and tuition reimbursement.
Mohawk Industries, Inc. is an Equal Opportunity Employer, including disability/veteran, committed to fostering an inclusive workplace and proudly participating in the Drugs Don't Work program.
