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Job Title

Customer Care Solutionist

Position Overview

Shaw Industries is seeking a Customer Care Solutionist to positively contribute to Quality of Earnings by providing our Residential Accounts with end-to-end order management services. This position plays a key role in supporting the retention and growth of our top customers by providing personalized, proactive order management and solutions.

Shaw Industries Group, Inc. is a leader in flooring and other surface solutions designed for residential housing, commercial spaces and outdoor environments. Leveraging strengths in design, innovation and operational excellence, the company takes a people-centered, customer-focused, and growth-minded approach to meet diverse market needs. It creates differentiated customer experiences through its expansive portfolio of brands: Anderson Tuftex, COREtec , Shaw Floors, Patcraft , Philadelphia Commercial, Shaw Contract, Shaw Sports Turf, Shawgrass , Southwest Greens, Watershed Geo and more .

Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway, Inc. with more than $6 billion in annual sales and 18,000 associates worldwide

Responsibilities :

+ Serve as a single point of contact for our top Residential customers to provide excellent service throughout the entire order life cycle. This would include processing orders, answering inquiries, entering claims, and other order-related tasks.

+ Analyze customer issues, investigate problems, and provide optimal solutions that will build customer confidence while making Shaw easy to do business with. Proactively provide alternative solutions when needed. Create and manage assigned cases within salesforce.com to provide timely resolution to inquiries or service issues .

+ Serve as a liaison for our customers and internal partners to effectively resolve customer needs. This would require a strong working knowledge of Supply Chain functions, credit, claims, order management, and product .

+ Provide accurate and responsive resolution to incoming customer requests and proactive communication on open order position to customers and/or sales partner .

+ Create and maintain order position reporting to analyze and execute inventory rules on ANR, (Assigned not Released), R&S, (Released at the RDC but not shipped) backorders, Truckloads

+ Utilize and leverage all system resources to achieve the best solutions for our customers.

+ Provide highly professional and responsive correspondences to our customers

+ Engage in a team-based, dynamic, and fast-paced environment that manages a high volume of customer requests

+ Build and maintain strong relationships at all levels with various stakeholders throughout the organization by being highly responsive, professional, inclusive, and collaborative.

+ Maintain knowledge of Shaw Residential products in multiple categories

+ Manage and monitor Key performance indicators across the assigned region .

+ Partner and gain full knowledge of the customer and sales region you will be managing

Requirements

+ High School Diploma or equivalency required

+ 2+ years of customer service experience

+ Experience with MS Office and Salesforce applications

+ Experience working remotely

Preferred Qualifications:

+ Associate degree or higher preferred

+ Preferred training/development in Public Speaking, presenting, or communication training

Competencies:

+ Solve Problems

+ Manage Work

+ Build Customer Satisfaction

+ Learn and Apply

+ Initiate Action

Work Shift

8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM

Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.