Job Title
Aligned Account Specialist
Position Overview
We are seeking a highly motivated and dedicated Aligned Account Specialist to manage and nurture relationships with our elite accounts, ensuring the seamless delivery of residential flooring solutions. This position requires a dynamic individual who excels in managing high-demand, high-maintenance accounts including truckloads and LTL shipments. As a key player in our Customer Care Team, responsibilities include overseeing accounts from order entry to delivery while cultivating lasting partnerships and driving exceptional customer satisfaction.
Key Responsibilities:
- Cultivate Strategic Relationships: Build and maintain professional relationships with key contacts in a specified geography ensuring long-term business success.
- Collaborate Across Teams: Partner with departments including inventory management, manufacturing, distribution, sales and internal groups to make informed decisions that benefit both the customer and Shaw.
- Deliver Exceptional Service: Exhibit a proactive service mindset by going above and beyond customer expectations and addressing their needs in a timely and efficient manner.
- Customer Engagement: Actively listen to customer needs and translate them into actionable solutions. Fostering trust and satisfaction between the customer, the Aligned Account Specialist, and Shaw.
- Team Collaboration and Support: Work closely with team members to maintain consistency in service delivery during both short-term and long-term absence. Provide backup support for other accounts when necessary.
- End-to-End Account Management: Take full responsibility for managing day to day business activities for assigned accounts across multiple product types and categories.
- Align with Company Vales: Embrace Shaw’s core values of Honesty, Integrity, and passion in all customer interaction.
- Achieve Performance Goals: Strive to meet or exceed departmental performance metrics to ensure customer satisfaction and operational success.
Key Competencies:
Position Requirements
Education: High School Diploma or GED required.
Experience: A minimum of three to five years of experience in a customer service environment is required.
Technical Proficiency: Demonstrated proficiency in Microsoft 365 applications, including Outlook, Excel, Word, PowerPoint, Teams, and related tools. Ability to effectively manage email, calendars, spreadsheets, documents, and presentations is required.
Communication Skills: Required: Excellent written and verbal communication skills, with the ability to use proper grammar, complete sentences, and professional business communication in all interactions.
Professionalism: Must demonstrate a strong work ethic and sound work habits, including dependability, punctuality, accountability, and the ability to work effectively with others.
Organization and Prioritization: Ability to manage multiple tasks simultaneously while effectively prioritizing customer needs in a fast-paced environment.
Preferred Skills and Qualifications
- Experience with Shaw Online Live Order Entry and Order Modification.
- Experience using Salesforce, Tableau, and Power BI.
- Experience supporting high-volume, high-maintenance customer accounts in a fast-paced environment.
- Knowledge of transportation, logistics, truckload (TL), and less-than-truckload (LTL) shipping processes.
- Experience working with manufacturing, supply chain, inventory management, or distribution operations.
- Strong problem-solving and decision-making skills with a focus on customer satisfaction and business outcomes.
- Proven ability to manage multiple priorities, deadlines, and competing customer demands.
- Strong analytical skills with the ability to interpret data and identify opportunities for process improvement.
- Experience resolving escalated customer issues and providing proactive customer communication.
- Ability to adapt to changing priorities and work independently in a remote environment.
Remote Work Requirements:
For associates working remotely, the following are required:
- Reliable Internet Connection: Must have a high-speed, wired internet connection (minimum 10mbps download / 3mbps upload) with no data limitations or restrictions.
- Workspace Setup: A defined, ergonomic workspace is essential, free from distractions, to ensure a professional and effective work environment.
- Availability: Remote employees must be available to work during inclement weather, emergencies, and be open to mandatory overtime or schedule adjustments as needed.
Location: Remote
Hourly Grade: P17
Shift Hours: 8:00am-5:00pm EST
Work Shift
8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM
Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
