Manager Customer Solutions

Mohawk Industries

Dalton, GA

Are you looking for more?

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

As a Fortune 500, global flooring leader with some of the best-known brands in the industry, Mohawk is a great place to start or develop your career with an emphasis on more of what’s important to you. Whether you want to lead more, innovate more, learn more or create more, you can find your more with Mohawk.

What we need:

Mohawk is looking for a Manger, Customer Solutions who can do more with Mohawk.

This position develops implements and oversees field services that leads cycle of service and process improvement efforts based upon key drivers of employee and customer satisfaction.

What you’ll do:

· Partner with sales leadership in identification of customers that require enhanced technical expertise and deploy a strategy for greater activation to leverage of our product portfolio.

· Proactively anticipate customer / project needs and deploy technical support at the right stage of the specification process.

· Develop and deploy targeted training and product collateral for sales, marketing, installers, dealers, designers or end-users regarding product features installation methodology and requirements, maintenance and other items.

· Proactively analyze demand and deploy job starts and installation training to best service the market needs.

· Create clear guidelines on resolution for claims and empower team to own the resolution process with a focus on customer retention

· Supervise, train and develop a team of regionally dispersed Customer Solutions Managers that represent the team across our major regions.

What you have:

  • Bachelor’s degree in a related discipline or an equivalent combination of education, training and experience that provides the required skills and knowledge to perform the essential function of the job
  • 10+ years in a sales environment, working directly in support of a diverse sales force or sales service role
  • Knowledge of budgeting and expense control to plan, implement and control expenditure while maintaining and improving quality standards
  • Minimum of 5 years supervisor/leadership experience role in an environment of comparable size and diversity.

What you’re good at:

· Excellent verbal, written and interpersonal communication, negotiation and presentation skills to effectively interact with senior management and internal & external customers

· Ability and willingness to challenge established practices and draw relevant conclusions; ability to persuade, market and sell new ideas; ability to work in a high-pressure environment and exercise good judgment to resolve problems in the absence of formalized guidelines and procedures.

· Ability to solve practical problems and deals with a variety of concrete variables in situations where only limited standardization exists.

· Demonstrated people skills to effectively lead and direct a diverse work group to achieve results individually and through team efforts. Desire and ability to motivate, persuade and direct the activities of others.

· Ability to communicate with others in an antagonistic situation using appropriate interpersonal styles and methods to reduce tension or conflict and maintain professionalism in accordance with corporate standards.

What else?

Diverse work teams of various sizes, demographics, subordinate reporting levels.


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.

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