Commercial Frontline Specialist (5 Openings)

Job Title

Position Overview

Shaw Industries is hiring 5 Commercial Frontline Specialists who will play a pivotal role in delivering exceptional support to a dynamic salesforce and customers across diverse commercial markets within a fast-paced call center environment. These specialists are entrusted with the authority to take ownership, offer innovative solutions, and ensure customer satisfaction by addressing orders, inquiries, and modifications promptly and effectively. With a focus on empowerment and proactive problem-solving, they collaborate across departments to streamline processes and uphold Shaw's standards of service excellence.

Responsibilities

• Empowerment and Ownership: Take ownership of customer inquiries and challenges, going beyond basic problem-solving to provide comprehensive solutions that exceed expectations.

• Order Management: Support Shaw Contract and Patcraft Commercial groups at the brand level, managing order entry, maintenance, and inquiries while adhering to defined requirements and standards.

• Collaborative Approach: Collaborate closely with internal stakeholders across the Supply Chain to ensure seamless management of customer needs, ensuring adherence to schedules and commitments.

• Professional Representation: Project a professional image of Shaw’s Commercial Brands in all customer interactions, whether via call, email, or chat channels, demonstrating expertise, empathy, and a proactive attitude.

• Customer Experience Enhancement: Create positive customer experiences through professionalism, deep product knowledge, and dedicated effort, fostering confidence and trust in Shaw's services.

• Commitment to Accuracy: Strive for order accuracy, minimizing errors through meticulous attention to detail and adherence to established processes and procedures. Maintain a high level of customer and Sales personnel data when it comes to entering cases in Salesforce.com.

• Decision Making: Exercise sound judgment in balancing customer, company, and employee needs, while ensuring compliance with departmental protocols and company policies.

• Resolution Expertise: Aim for single-call resolution by leveraging acquired knowledge and critical thinking skills to address routine and complex issues promptly and effectively.

• Proactive Problem-Solving: Proactively identify and address potential problems, offering alternative suggestions and innovative solutions to meet customer needs and enhance satisfaction.

• Autonomous Time Management: Manage workload demands efficiently with minimal supervision, demonstrating self-motivation and a proactive approach to task prioritization.

• Continuous Improvement: Actively participate in performance feedback sessions, coaching sessions, and training opportunities to enhance skills, knowledge, and performance.

Requirements

• High School Diploma/GED required. Associate degree or higher education preferred.

• Maintain a virtual presence throughout each work day.

• Exhibit high level of patience, service commitment and initiative to solving complicated problems and/or customer needs.

• Ability to troubleshoot technology through a remote environment.

Competencies

• Manage Work

• Solve Problems

• Adapt & Change

• Learn & Apply

• Build Customer Satisfaction

• Apply Work Standards

Location: Remote Position Hours: 11:00 - 8:00 EST

Work Shift

Shaw Industries is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, gender identity, religion, sexual orientation, national origin, disability, genetic information, pregnancy, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws.