Job Overview Mohawk Industries, a global leader in flooring solutions, is seeking a skilled Customer Service Representative II (CSR II) for its Shared Service Center (SSC) in Orem, Utah. This full-time role is pivotal in delivering exceptional customer support, managing inquiries, and driving customer loyalty within our innovative and customer-centric organization. As a CSR II, you will play a key role in supporting sales teams and end-users, ensuring seamless interactions that reflect Mohawk's commitment to quality and excellence. Key Responsibilities In this position, you will respond to customer inquiries via phone, email, and chat, providing accurate information on products, orders, deliveries, and billing. You will troubleshoot and resolve complex issues, escalate matters when necessary, and follow up to ensure complete customer satisfaction. Additional duties include processing orders, updating customer records in CRM systems, preparing reports on service metrics, collaborating with internal teams such as sales, logistics, and quality assurance, and identifying opportunities for process improvements. You will also handle returns, credits, and warranty claims while maintaining compliance with company policies and data privacy standards. Required Qualifications Candidates must have a high school diploma or equivalent, with at least 2-3 years of customer service experience in a call center or similar environment. Previous experience in manufacturing, flooring, or retail industries is highly preferred. Proficiency in Microsoft Office Suite, CRM software (e.g., Salesforce), and telephony systems is required. Strong communication skills, both verbal and written, are essential, along with the ability to multitask in a fast-paced setting. Skills The ideal candidate excels in active listening, problem-solving, and empathy to build rapport with diverse customers. Technical aptitude for navigating multiple software platforms, attention to detail for accurate data entry, and time management skills to meet service level agreements (SLAs) are critical. Analytical skills for reviewing account histories and trends, adaptability to shifting priorities, and a team-oriented mindset for cross-functional collaboration will set you apart. Basic knowledge of supply chain processes and product specifications is advantageous. Company Info Mohawk Industries is the world's largest flooring manufacturer, with a portfolio including carpets, hardwood, laminate, and tiles sold under renowned brands. Headquartered in Calhoun, Georgia, we operate globally, emphasizing sustainability, innovation, and employee development. Our Orem, Utah SSC supports operations across the western United States, fostering a collaborative culture in a modern facility. Benefits Mohawk offers competitive compensation, comprehensive health, dental, and vision insurance, 401(k) with company match, paid time off, and employee discounts on products. Additional perks include tuition reimbursement, wellness programs, and flexible spending accounts to support work-life balance. Growth Opportunities We invest in your career through ongoing training, leadership development programs, and clear paths for advancement to senior CSR, supervisor, or specialized roles. Join a company that values promotion from within and provides tools for long-term success in customer service and beyond.