Customer Care Solutionist - Residential (Remote)

Job Title

Position Overview:

Shaw Industries is looking for Customer Care Solutionists 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. This is a remote position, and the preferred candidate location is Northwest GA. Alternative locations will be considered.

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 GED required
• 2+ years of experience in customer service, order management, account support, or a related client-facing role
• Demonstrated ability to manage multiple customer requests simultaneously in a fast-paced, high-volume environment
• Strong written and verbal communication skills with the ability to deliver professional, customer-focused solutions
• Ability to analyze issues, exercise sound judgment, and proactively recommend solutions to meet customer needs
• Proficiency with basic computer applications (Microsoft Outlook, Excel, etc.); ability to quickly learn new systems
• Comfort working cross-functionally to resolve customer issues and navigate internal processes
• Ability to travel 2–3 times per year, as required

Preferred skills & experiences:

• Associate degree or higher preferred
• Living in eastern time zone
• Shawonline Live
• Experience using Salesforce & Tableau
• Training/development experience in public speaking, presenting, or communication

Competencies:

• Build Customer Satisfaction
• Learn and Apply
• Initiate Action
• Solve Problems
• Manage Work

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