Shaw Industries Inc Customer Service Representative - Shaw Contract UK and Europe in London, United States

Job Title

Customer Service Representative - Shaw Contract UK and Europe

Position Overview

Position Overview:

As a CSR you will work within the Commercial Customer Service sector supporting UK & European businesses. You will ensure that all customer contacts are dealt with effectively and courteously. This will include processing orders, preparing correspondence and responding to enquiries as requested by the customer, sales, marketing and customer service management team.

As a Shaw Representative you will strive to deliver a world class customer experience with a strong focus on First Contact Resolution. You will display a professional can-do attitude while interacting - multiple times a day - with key customers. You will take ownership of customer support through detailed follow-up from order processing to delivery of the product with a focus on continuous improvement.

Essential Duties & Responsibilities:

  • Perform all order entry, maintenance, and enquiries along with other duties as assigned.

  • Communicate all backorder and order issues to customers on a regular basis

  • Communicate with customers on timescales throughout the sales process and coordinate with the production team regarding shipping of goods

  • Monitor orders and inventory position as needed to maximize service and reduce inventory and inventory handling costs.

  • Analyze stock positions and proactively address concerns for customers

  • Responsible for the resolution of routine questions and problems in a timely manner, provide alternative suggestions to satisfy customer requirements when necessary

  • Must make sound decisions based on customer, company and employee needs, while ensuring compliance with department and company policies and procedures

  • Seek to understand and anticipate the unique needs of customers

  • Responsible for maintaining a professional relationship with customers

  • Create a positive customer experience through professionalism, knowledge and effort by creating a climate in which the customer has confidence in all that we do.

  • Retain knowledge of and understand the requirements provided for the performance of all duties. Share best practice with other team members

  • Analyze job related information and make decisions based on previous experience.

  • Use good judgement to control call interaction and strive for First Contact Resolution

  • Personally promote a positive work environment by exemplifying honesty, integrity and passion

  • Professionally represent the company brand in all interactions and correspondence

Required Competencies:

  • Communicate Effectively

  • Build Customer Satisfaction

  • Manage Work

  • Learn & Apply


  • Speak fluently in another European language (French, German, Dutch or Spanish)

  • A desire to deliver world-class customer service

  • Strong attention to detail

  • Clear, professional and concise communication skills; written and verbal.

  • Must have proficient adaptable computer skills

  • Basic mathematical skills

  • Excellent organizational and time management skills

  • The ability to think outside the box


  • 1-2 years Customer Service experience - within a sales or service environment

Work Shift

Our Nation’s veterans bring an extraordinary array of skills and training to any position. Shaw actively works to understand how these skills can translate to our job categories.Shaw will consider an applicant’s military service and work experience when determining whether a candidate meets the requirements of a posted job. Shaw values Diversity & Inclusion. We are an Affirmative Action and Equal Opportunity Employer, Veterans & Disabled.

Shaw Industries Group, Inc. is more than a flooring company – we are 22,000 people united in our vision of creating a better future for our customers, for our people, for our community and for our company. We provide carpet, resilient, hardwood, tile & stone, laminate, synthetic turf and other specialty items for residential and commercial markets worldwide. We meet diverse customer needs through an expansive portfolio of brands, including: Anderson Tuftex, COREtec, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Floors, Shaw Hospitality, Shaw Sports Turf, Southwest Greens, USFloors and more.

Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway with nearly $6 billion in annual revenue and representation throughout the U.S., as well as in Australia, Belgium, Brazil, Canada, Chile, China, France, Great Britain, India, Mexico, Scotland, Singapore and the United Arab Emirates. For more information about our company brands, operations and community involvement, visit

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