Company Overview

Headquartered in Austin, Texas, Wilsonart is a world leading manufacturer and distributor of engineered surfaces with approximately $1.4b in annual revenue and a global workforce of more than 4,500. Wilsonart surfaces are used in the office, education, healthcare, residential, hospitality and retail markets. Wilsonart, operating under the Wilsonart®, Resopal®, Polyrey®, Arborite®, Laminart®, Bushboard™, Mermaid™, Shore®, Ralph Wilson®, KML®, NewLeaf®, Wetwall®, Durcon® and Technistone® brands, manufactures and distributes High Pressure Laminate, Quartz, Solid Surface, Coordinated TFL and Edgebanding and other engineered surface options. Wilsonart does business in more than 100 countries with manufacturing operations in North America, United Kingdom, France, Germany and Czech Republic.

Positioned for Future Growth

An extensive global manufacturing footprint, state-of-the-art process technologies, and scalable Global distribution capabilities provide a meaningful competitive advantage with excellent brand recognition and a reputation for product innovation and superior service which allow for strong and stable margin performance and robust cash flow conversion.  We have a strong company culture and extremely talented employee base as well as a dedicated and invested core Executive Leadership Team.

Our History

For more than 60 years, Wilsonart has honored our founders' promise to provide our customers with industry-leading products and service.  In November 2012, Wilsonart became a new, independent company when Clayton, Dubilier & Rice ("CD&R") and Illinois Tool Works Inc. (NYSE:ITW) completed a transaction for the sale of ITW's Decorative Surfaces business unit. CD&R acquired a majority stake in the new freestanding business and ITW retained an ongoing ownership stake. 

Founded in 1978, Clayton, Dubilier & Rice is a private equity firm with an investment strategy predicated on producing financial returns through building stronger, more profitable businesses. The Firm’s partners and advisors include a combination of skilled investment decision-makers and seasoned corporate leaders from major global enterprises. Since inception, CD&R has managed the investment of more than $18 billion in 56 businesses with an aggregate transaction value of approximately $90 billion. The Firm has offices in New York and London. For more information, please visit http://www.cdr-inc.com/. 

Illinois Tool Works or ITW (NYSE: ITW) is a Fortune 200 company that produces engineered fasteners and components, equipment and consumable systems, and specialty products. It employs more than 50,000 people, and is based in Glenview, Illinois, with operations in 57 countries. 

Our Mission and Values 

Wilsonart is driven by a mission to create surfaces people love, with service you can count on, delivered by people who care. Wilsonart is driven by providing beautiful, hardworking, on-trend and high performing engineered surfaces for whatever you need to cover. For decades, our companies worldwide have given designers and builders the right tools for the job, no matter how specialized. Today, we bring you a portfolio of solutions, both decorative and functional, that spans retail, hospitality, healthcare, education, office and institutional applications. 

Service You Can Count On.

Wilsonart is dedicated to getting our customers what they want, when and how they want it. From a North American fleet of trucks, to strategically located distribution centers around the world, we can service the globe with our expanding range of products and services.

People Who Care.

Over 4,500 people strong, Wilsonart is made up of dedicated people who care about doing the right thing, every day. Whether it’s making a flawless sheet of high pressure laminate, volunteering at a community house raising or sourcing sustainable materials, Wilsonart people care deeply about what they do, who they do it for, and how they do it.

Customer Solutions Specialist

Wilsonart, Temple, Texas has an immediate opening for a Customer Solutions Specialist.  This individual will oversee our largest and most valued customer accounts. The ideal candidate will be responsible for ensuring exceptional service delivery, managing relationships with key stakeholders, and proactively addressing issues to foster long-term partnerships. This role requires a strategic thinker who can lead a team, collaborate across departments, and drive customer satisfaction for our top clients. Performs other tasks as needed.

KEY RESPONSIBILITIES:

• Manage Key Accounts: Act as the primary point of contact for our largest customers, ensuring that their needs are met and expectations exceeded.
• Proactive Communication: Regularly update clients on product or service changes, improvements, and upcoming initiatives that may impact their operations.
• Escalation Management: Quickly and effectively resolve escalated customer issues, working cross-functionally with other teams (e.g., sales, product, technical support).
• Client Relationship Management: Build and maintain strong relationships with key decision-makers and stakeholders within the client organizations.
• Reporting & Analytics: Provide regular performance reports, including key metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), and service level adherence.
• Service Improvement Initiatives: Continuously assess and improve the service experience for key accounts, including analyzing customer feedback and driving process improvements.
• Contract Management: Monitor service agreements and ensure compliance with contractual obligations, including SLAs (Service Level Agreements).
• Strategic Planning: Collaborate with the leadership team to align customer service strategies with business objectives, focusing on client retention and growth. 

Qualifications:

• Proven track record of managing high-value customer relationships in a B2B environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to handle escalated issues in a calm and effective manner.
• Strong analytical skills with the ability to interpret data and trends to inform decision-making.
• Proficiency in CRM software (e.g., Salesforce) and other customer service platforms.
• Experience working cross-functionally to meet customer needs.

MINIMUM REQUIREMENTS

EDUCATION:

Bachelor’s degree in business, Communications, or a related field (Master’s preferred). An equivalent combination of education and experience will be accepted in place of a formal degree.

5+ years of experience in customer service management, with at least 3 years managing large/key accounts.

Wilsonart is an Equal Opportunity / Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by.