Customer Experience Representative

Overview

 

Join the largest manufacturer of tile and natural stone in the United States and watch your career stand out with Dal-Tile, a subsidiary of Mohawk Industries.

 

Our close-knit team of dedicated professionals has made us the success we are today. In exchange for their hard work, we support our people with a family-friendly work environment, a commitment to promoting from within, unique benefits that go beyond just medical and dental, and a belief that every employee deserves a productive life outside of work. If this sounds outstanding to you, take the first step forward and explore a career with Dal-Tile.

 

The Customer Service Rep II is responsible for providing a variety of support, customer service and office administration duties related to servicing DB customers.  Provides information to customers via telephone regarding product order status, delivery status, and coordination of product returns.

Responsibilities

  • Provides excellent customer account management by coordinating and managing order entry, order inquiry, product information, order status, and transportation management.

  • Recognizes exceptions and offers alternative solutions to customer.

  • Provides customer service support by answering queue calls (calls answered in the order they are received).

  • Ability to multi-task by performing various duties as needed, recognize work load balance and support other team members.

  • Interfaces with various internal teams to address order issues from order entry to order delivery.

  • Excellent customer relations. Responds to customer needs, under supervisor’s guidance, consistent with Company standards, culture, and business practices.

  • Demonstrates teamwork to ensure achievement of team, individual, and corporate sales goals.

  • Serves as back up to at least one specialized function in team.

  • Adapt procedures, process and techniques to meet the more complex requirements.

  • Focus on productivity and quality to accommodate higher volumes of work.

  • Demonstrates strong self-directed organizational skills to organize time effectively on a daily and weekly basis.

  • Utilizes various computer systems such as ASI, Logility, EPort’s, SAP, and Microsoft products in the management of customer orders from plants, distribution centers, sales service centers and vendors.

  • Must be available to work rotating shifts.

  • Participates in special projects and performs additional duties as required.

Qualifications

Education and Knowledge:

  • High School Diploma or GED equivalency required. Some College in a business related field a plus

Experience:

  • 2 to 5 years call center or customer service experience.
  • Focus on customer account management preferred.
  • Flooring industry experience preferred

Competencies:

 

Excellent oral and written communication skills with a demonstrated ability to interact effectively with individuals at all levels in the organization required. Good voice quality that is conversational and professional. Ability to interpret and follow oral and written instructions, policies, guidelines, and processing standards. Demonstrate strong organizational and problem solving skills required. Demonstrate strong interpersonal relationship building skills. Must have a moderate level of computer skills in Word and Excel, database experience a plus. Must be detail oriented with the ability to multi-task, manage priorities and manage time effectively. Ability to work in a fast-paced environment and apply some advanced skills to the position in assigned function area.

 

Other Pertinent Job Information:

 

While performing the duties of this job, the employee is regularly required to stand, use hands and reach with hands and arms. The associate is required to walk, stoop, kneel, crouch, or crawl. The associate may sit, climb or balance, talk or hear. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

 

We offer competitive salary and a comprehensive benefits package, career opportunities, and an environment of creativity and growth. 

Company Match on 401k
Employee Purchase Discount
Tuition Reimbursement

 

Dal-Tile is a proud supporter of our U.S. military, veterans and their families - Thank You for Your Service!  Active military, transitioning service members and veterans are strongly encouraged to apply.

 

Mohawk Industries, Inc. is an Equal Opportunity Employer committed to an inclusive workplace and a proud Drugs Don’t Work participant (EOE Minorities/Females/Protected Veterans/Disabled).

 


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