Sr. International Sales Support Coordinator at Mohawk Industries in Atlanta, Georgia

Job Description:

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:


This role will serve as a single point of contact to 30+ Territory Managers and District Managers within Residential Sales Intl is split out by region. The Int'l Sales Support Specialist will be responsible for their entire region and responsible for selling all product categories RES, COMM and Hosp Sales. The position will play a key role in providing sales support to improve sales, customer relations, and the overall business retention and sales growth.



What You'll Do:


• Analyze customer issues, investigate problems and provide solutions that build customer and sales confidence

• Provide accurate and highly responsive resolution to a variety of service and processing related, incoming sales requests

• Provide proactive communication to mitigate negative service or business impact to customer which include examples related to installation details and product details related to Samples to the Customer or Sales contact

• Proactively monitor and analyze reports to reduce bottlenecks related to potential service failure

• Understand the demographic of the Sales regions to which they are assigned to, including sales structure, customer base, shipping guidelines, inventory movement, cut off and transfer times, warehouse hours and contacts etc. - Very important for Intl to keep abreast of the changes within their region (politics, etc)

• Serve as a liaison between customer and other Mohawk departments and effectively interacts with all team members to resolve customers' needs

• Provide troubleshooting assistance for customer orders, account statuses and relevant issues

• Offer alternate product solutions where appropriate with the goal of retaining customers' business

• Provide support for order management activities to include check and reserve stock, order status, locate inventory, order modification, order entry, routing and logistics functions

• Complete order placement and tracking for Samples

• Enter claims, collect claims data, status, and investigation details - Intl sends claims to Intl Claims, but helps collect the data to send to them and follows up with Intl Claims group

• Provide information and knowledge on product specifications sheets, marketing, installation and sales programs, specials or promotions

• Manage sales tracking tools and report on relevant service and order related information

• Stay abreast of new product and feature launches

• Provides feedback to management regarding department enhancements and process improvements

• Participates in special projects, including leading process improvement initiatives, and performs additional duties as required.

• Send customs documents to freight forwarders in a timely manner, as well as completing the SLI.

• Arrange air cargo pickup with forwarders and truckers; arrange truckload shipments for out Latin America customers



What You Have:


• High School Diploma

• Minimum of 5 years of related customer facing experience.

• Demonstrated growth with progressive roles

• Prefer working knowledge of CRM management or Salesforce, and AS400

• Experience in Flooring Industry is preferred.

• Working knowledge of computers and Intermediate level of Microsoft Office including Word, Excel, and PowerPoint is required.



What You're Good At:


• High degree of skill and ability to explain complex matters related to customer orders and Sales information to ensure customer and sales satisfaction.

• Excellent oral, written and interpersonal skills to effectively interact with management, internal and external business contacts

• Detail oriented with the ability to manage time effectively.

• Takes initiative to provide support to others, gather feedback, and make recommendations for improvements

• Able to problem-solve efficiently, encourage others to consider various perspectives, and provide resolution in a fast-paced environment.

• Highly organized and able to handle multiple concurrent assignments/projects

• Strong customer service and team orientation mindset

• Strong record of ability to take initiative to solve problems and make quick decisions

• Ability to build effective working relationships with customers and internal teams as well as senior leadership

• Champion the organization's drive toward premier service and delivery in support of strategic goals

• Requires little supervision, works independently and is self-motivated

• Eager to continue to grow and develop skills and talents

• Demonstrated ability to achieve results through team efforts

• Ability to deal in a fast-paced, demanding, and ever-changing environment

• Must demonstrate a positive and solutions-oriented attitude

• Language: Bi-lingual required for Latin America, South America, Caribbean and Mexico regions. Bi-lingual preferred for other areas


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.