Job Title

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:  

• Manage Work 

• Initiate Action 

• Continuous Improvement 

• Collaborate 

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

High school diploma or GED required; 3-5 years customer service experience; proficiency in Microsoft 365; excellent communication; reliable high-speed internet and ergonomic workspace for remote work.

Key Responsibilities

• managing accounts
• collaborating with teams
• delivering customer service

Skills & Tools

Microsoft 365, Microsoft Outlook, Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Teams, Salesforce, Tableau, Power BI

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — Dalton or United States
• Languages: English

About Shaw

A flooring manufacturer providing residential flooring solutions and customer care. — Industry: Manufacturing