Claims Analyst I- Residential

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.

Primary Objective:

Develop the skills and decision-making capabilities necessary to manage the claims process for a designated area and to be able to ensure cost effective and timely resolution of customer claims within established authority level. Ensure effective and efficient coordination between Mohawk and its customers in managing of all assigned claims with a high level of service and support. Establish and maintain positive business relationships both internally and externally to promote company goals.

Major Function and Scope:

Complete training on product knowledge including common defects and basic construction components of each product type.

Obtain working knowledge and understanding of quality test protocols and pass/fail requirements, knowledge of warranties, and installation guidelines and product maintenance requirements. This information is a pre-requisite to the ability to manage and conduct the investigation, research, negotiation, communication, and decision-making activities for claims.

Use the knowledge of defects to determine how to assign claims to the appropriate manufacturing responsibility. These determinations have direct impact on profitability of the organization and pursuit of quality improvements by our manufacturing teams.

Develop and maintain a high level of professional business communication (both verbal and written) to internal Mohawk customers / departments and external customers (both dealer and end user) during the investigation and decision process. Communicate information to internal and external customers that may be viewed as unfavorable, thus the information should be delivered with professional tact and empathy. Our goal is to maintain our customer’s loyalty in our products and services because the next sale or opportunity may depend on this.

Negotiate claims and provide resolutions that satisfy our dealers / end users while creating the most favorable financial impact to our company.

Ensure the proper selection, assignment, requirements, and performance of independent inspectors, installers, or other service providers that we utilize in claims investigation and resolution.

Become proficient in the initiation of claims including discerning defect codes by product type and invoice information. (i.e. laminate code not to be used on wood)

Process return authorizations, credit memos, and all other information process, documentation, and maintain the claim file/record, in compliance with claims procedures and corporate records retention policies.

Consider Claims rate and Sales history of customer when making discretionary decision of whether to honor a credit.

Provide assistance and support for other departments, including Credit, Customer Service, Sales and Manufacturing regarding Claims related questions including invoices, inquiries related to updates, reasoning for decision of claim, etc.

Develop basic knowledge of credit, accounts payable, and accounts receivable policies and procedures.

Performs other duties as required.

Type of Experience:

No Claims experience required. Minimum of 2 years of Customer Service experience required. Prefer internal candidates with at least 1 year of experience.

High School diploma or GED equivalency.

Working knowledge of computers, including preference for AS400 and SAP systems. Microsoft Office Suite- Word, Excel, and PowerPoint required.

Must effectively demonstrate problem solving, negotiation and organization skills.

Must be able to manage multiple tasks simultaneously (work queues, etc.) within compressed timeframes.

Must possess accurate data entry skills.

Competencies:

Ability to be a team player / good teammate, work well with others.

Good oral and written communication skills with a demonstrated ability to interact effectively with individuals at many levels in the organization and external business contacts. Good voice quality that is both conversational and professional.

Ability to project a positive image on behalf of the organization.

Flexible to adapt to changing business needs.

Demonstrates levels of listening skill such that customer needs, issues, problems etc. are heard and addressed or resolved.

Ability to interpret and follow oral and written instructions, policies, guidelines, and processing standards.

Must be detail-oriented with good organizational skills. Ability to manage time effectively.

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.

High regard to ethical standards in accordance with the Company Code of Conduct.

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.