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Customer Success Advocate

2 months ago

Calhoun, Georgia, United States Mohawk Industries Inc Full time
About the Role

Mohawk Industries Inc. is seeking a highly skilled Customer Experience Solutions Specialist to join our team. As a key member of our organization, you will play a critical role in delivering exceptional customer experiences and driving business growth.

Key Responsibilities
  • Analyze and Resolve Customer Issues: Investigate customer complaints, identify root causes, and provide effective solutions to build trust and confidence in our brand.
  • Provide Proactive Support: Offer timely and accurate responses to customer inquiries, and proactively communicate with customers to ensure seamless order fulfillment.
  • Drive Adoption of E-Business Solutions: Leverage relationships with customers to promote and implement our e-business solutions, enhancing their overall experience and driving business growth.
  • Collaborate with Cross-Functional Teams: Serve as a liaison between customers and internal departments, effectively interacting with team members to resolve customer needs and drive business outcomes.
  • Process Orders and Manage Customer Data: Accurately process customer orders, manage customer data, and maintain high levels of courtesy and professionalism in all interactions.
  • Access and Analyze Customer Information: Utilize various systems and references to gather customer information, identify trends, and develop effective solutions to meet their needs.
  • Build Efficient Truckloads and Schedules: Collaborate with the traffic department to optimize truckloads and schedules, ensuring timely and cost-effective delivery of products to customers.
  • Explore and Facilitate Solutions for Special Orders: Work with Sales, Operations, and Customer Service leadership to identify and implement solutions for special orders, driving customer satisfaction and retention.
Requirements
  • High School Diploma or Equivalent: Required.
  • 5+ Years of Customer-Facing Experience: Preferred.
  • Strong Computer Skills: Proficient in Microsoft software applications, including Word, Excel, PowerPoint, Access, MS Project, and Outlook.
  • AS400 Experience: Preferred.
  • Experience with Electronic Data Interchange (EDI): Preferred or other electronic customer support systems.
What We Offer
  • Opportunity to Work with a Global Leader: Join a company that is a leading global flooring manufacturer, creating products to enhance residential and commercial spaces worldwide.
  • Collaborative and Dynamic Work Environment: Work with a team that values flexibility, work-life balance, and professional growth.
  • Competitive Compensation and Benefits: Enjoy a comprehensive compensation package, including competitive salary, benefits, and opportunities for advancement.