Job Overview Mohawk Industries, a global leader in flooring solutions, is seeking a skilled Customer Service Representative II (CSR II) to join our Shared Service Center (SSC) in Doral, Florida. In this full-time role, you will provide exceptional support to customers, process orders, and resolve complex inquiries to drive satisfaction and loyalty. As part of a collaborative team, you'll contribute to operational excellence in a fast-paced environment serving residential and commercial clients across the United States. Key Responsibilities Respond promptly to customer inquiries via phone, email, and chat, addressing product questions, order status, pricing, and delivery details. Process and track orders using ERP systems, coordinate with internal teams for fulfillment, and resolve escalated issues such as returns, credits, and billing discrepancies. Maintain accurate customer records, analyze service trends to identify improvements, and collaborate with sales and logistics to ensure seamless service delivery. Upsell products when appropriate, provide product recommendations, and adhere to service level agreements to meet performance metrics. Document all interactions in CRM software and generate reports on key performance indicators like response time and resolution rates. Required Qualifications High school diploma or equivalent required; associate's or bachelor's degree in business, communications, or related field preferred. Minimum of 2-3 years of customer service experience in a call center or SSC environment, with proven success in handling high-volume calls. Proficiency in Microsoft Office Suite, including Excel for data analysis, and experience with CRM/ERP systems such as Salesforce or SAP. Strong typing skills (40+ WPM) and familiarity with headset telephony systems. Skills Excellent verbal and written communication with active listening and empathy. Problem-solving mindset to de-escalate situations and deliver solutions under pressure. Organizational skills to multitask across multiple platforms while maintaining accuracy. Technical aptitude for troubleshooting software issues and adapting to new tools. Team-oriented with a customer-first attitude and ability to thrive in a metrics-driven setting. Company Info Mohawk Industries is the world's largest flooring company, with a portfolio including carpets, hardwood, laminate, and tiles. Headquartered in Calhoun, Georgia, we operate manufacturing facilities and distribution centers nationwide, employing over 43,000 associates committed to innovation, sustainability, and quality. Our Doral SSC supports efficient back-office operations for the Southeast region. Benefits Competitive compensation package with performance-based incentives. Comprehensive health, dental, and vision insurance; 401(k) with company match; paid time off and holidays. Tuition reimbursement, employee discounts on Mohawk products, and wellness programs including gym memberships. Growth Opportunities Advance your career through internal promotions to senior CSR, supervisor, or team lead roles. Access Mohawk University training programs, certifications in customer service excellence, and leadership development. Join a company that values tenure and invests in talent for long-term success in the flooring industry.