Customer Experience Specialist

Customer Experience Specialist

At Mohawk Industries, we’re committed to more – more customer solutions, more process improvements, more sustainable manufacturing and more opportunities for our team.

The Customer Experience Specialist is an established performer that works to facilitate and support the Customer Experience function by coordinating with internal partners. This role is responsible for troubleshooting, resolving, advising, and helping to train on matters presented by external customers to promote customer satisfaction and drive business relations. This role will aim to optimize customer facing review engagement across Home Center platforms by providing feedback and support directly to customers.

What you’ll do:

• Investigate reviews and claims submitted by customers to determine root cause, identify possible solutions, and train to ensure matters are handled appropriately and support business by correcting future potential issues.
• This role transforms customer complaints into actionable problem solving by working directly with Customer experience and product teams.
• Monitor and manage customer review platforms across Home Center e‑tail platforms and escalate accordingly.
• Support department goals and initiatives that improve efficiency, simplify processes, and promote teamwork and overall business competitiveness.
• May assist with the development and administration of training workshops as it relates to customer experience.
• Structure content for internal and external correspondence with customers, vendors, and key stakeholders that include reports, presentations, and metrics.
• Research items related to chargebacks, disputed invoices, product discrepancies, and other matters brought to the customer.
• May process invoices and customer reports as needed and work with the credit department on accounts receivable.
• May be responsible for compiling and reviewing primary and secondary data showing sales volume, inventory levels, and merchandising action plans to ensure effective and profitable maintenance of assigned accounts.
• Assist with special projects as needed.
• Perform other duties as needed.

What you have:

• Bachelor’s degree in a related field or equivalent education and/or experience.
• 2‑4 years’ relevant experience or equivalent education and/or experience.
• Previous customer service experience required.

What you’re good at:

• Demonstrates strong knowledge of technical, process, and business principals, industry practices and standards.
• 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.

What else?

• While we’re a primarily in‑office team, we thrive on flexibility and ensure our people can balance personal and professional time.
• We’re located in a pretty great spot – check out this video to see what we mean.

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don’t Work participant.