SR CUSTOMER EXPERIENCE COORDINATOR
Mohawk Industries

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 Sr Customer Experience Specialist is a high performing contributor that develops schedules and helps coordinate necessary resources to ensure timely delivery of requests, orders, and customer satisfaction to support company objectives and goals. This role will be responsible for understanding customer inquiries, providing timely and accurate information, and delivering effective solutions to meet customer expectations.

• Provide customer support to telephone and email inquiries from customers, typically providing support to customers with larger requests.
• • Utilize specialized knowledge and experience to assist customers with issues such as product selection, pricing, availability, or specifications.
• • Work with manufacturing to achieve specified designs in production based on customer requirements.
• • Responsible for reviewing/critiquing an order prior to order entry.
• • Schedule the production and delivery of orders with production planning and manufacturing.
• • Troubleshoot order processing issues to ensure customer satisfaction and optimize sales opportunities.
• • Serve as subject matter expert within team or departmental area.
• • Make processes and business decisions based on understanding of company and customer as well as industry practices, standards, and trends.
• • Perform high quality analysis reliably and consistently.
• • Successfully lead after-action reviews to identify, document, and share lessons learned.
• • Collaborate cross-functionally to evaluate technical, system, and process improvements.
• • Perform other duties as needed.

• Bachelor's degree in a related field preferred.
• • 4-6 years' relevant experience OR equivalent combination of education and experience.
• • Previous customer service experience required.

• Requires in-depth conceptual and practical knowledge in own job discipline.
• • Excellent communication, problem solving, and organizational skills.
• • Able to multitask, prioritize, and manage time effectively.
• • High level of integrity and discretion in handling sensitive and confidential data.
• • Proficient using Microsoft Office Suite products.
• • Flexible attitude, adaptable to change, team player, and able to handle multiple projects at once.
• • High degree of professionalism, judgment, maturity, and resourcefulness in the absence of formalized guidelines and procedures.

We offer competitive salary and a comprehensive benefits package, career opportunities, and an environment of creativity and growth. Examples include: Company Match on 401k, Employee Purchase Discount, and 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 including disability/veteran committed to an inclusive workplace and a proud Drugs Don't Work participant.

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