Mohawk Industries LEAD CUSTOMER SERVICE REP in CHATSWORTH, Georgia
Perform duties with minimum supervision and follows standard procedures to accomplish assigned tasks, duties and resolve issues that are generally standardized and routine, but applies customer service skills and knowledge to non-routine issues within general framework of the job. Assists with orienting, training, assigning and checking the work of junior teams. Performs customer service tasks that are more advanced. Provides feedback on the development, documentation and implementation of the customer service practices.
THIS POSIITON WILL START IN CHATSWORTH BUT WILL MOVE TO OUR PERMANENT LOCATION IN CALHOUN, GA IN FEBRUARY OR MARCH 2019
Performs lead duties that include but is not limited to orientating, training, assigning and checking the work of the junior team members; provide task related direction and advise to resolve non-routine issues. Identifies discrepancies and provides guidance on the action steps necessary to correct work.
Provides information and relative support to CSR’s and clerical support personnel. Responds to inquiries from CSR’s, Product Managers, TM’s and Divisional Sales Managers.
Answers telephone calls from customers, sales representatives, and end users regarding inquiries, orders, changes, cancellations, delivery dates, application of products and pricing. Expedites orders and performs other related duties. Interacts with other departments as needed. Works with junior team members to resolve complex non-routine issues that may require an exception to standard procedures or practices.
Provides input to Customer Service Supervisor relative to employment functions including interviewing new hires, providing input on performance reviews and recommending corrective actions as necessary.
Maintains work schedule to provide adequate customer service telephone coverage. Tracks vacation/personal absence schedule for customer service department.
Recommends training schools and seminars for new and existing employees. Identifies ongoing training needs, recommends and coordinates. May coordinate product demonstration and training for the CSR’s and clerical support with Product Mangers or trainer on new products.
Participates on department projects and provides administrative support to department management as needed. May act on behalf of the supervisor during his/her absence.
Performs other duties as required.
High School Diploma or GED equivalency required.
Some college in business related field or (CCSS) Certified Customer Service Specialist Program is preferred.
Basic Computer Skills: in word-processing and spreadsheet applications (MS Word, Excel AS400, Inet, & Electronic mail required).
Accurate typing with minimum 45 wpm and data entry skills required.
In-depth knowledge of Company brands and products information required to perform the essential functions of the job. In-depth knowledge of commonly used concepts, practices and procedures related to department activities.
General office experience required with exposure in a customer service environment preferred.
2-3 years experience and advanced knowledge to handle the most complex of customer inquiries and problems.
EOE Minorities/Females/Protected Veterans/Disabled
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.
Job ID 2018-39829
FLSA Status Hourly
Job Group Customer Experience