Customer Experience Manager - Builder

Mohawk Industries Inc.; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Dal-Tile, a subsidiary of Mohawk Industries, is seeking a Manager Customer Experience - Builder in Dallas, TX. The role leads a customer experience team to deliver premier service aligned with company goals around customer focus and reinvestment in people.

The position requires 6–8 years in customer service, 1–3 years of management experience, and a Bachelor’s degree or equivalent. On-site work five days a week at 7834 CF Hawn Freeway, Dallas, TX 75217.

Qualifications

• Bachelor’s degree in a related field or equivalent education and/or experience.
• 6-8 years’ relevant experience or equivalent education and/or experience.
• 1-3 years of management experience.
• Previous customer service experience required.
• Excellent communication, problem solving, and organizational skills.
• Able to multitask, prioritize, delegate, and manage time effectively.
• High level of integrity and discretion with sensitive data.
• Flexible attitude, adaptable to change, team player, able to handle multiple projects.

Responsibilities

• Review performance against customer service standards; report results to subordinates and approve changes in plans; present reports on team performance and participate in management activities.
• Participate in designing and implementing improved processes and policies for service departments with related teams.
• Partner cross-functionally with necessary functions to resolve service-related issues and develop value-added processes for service departments.
• Identify deficiencies, develop solutions, and implement action steps to resolve problems and ensure customer satisfaction.
• Provide input on resources and costs of the team to ensure ongoing operations within budget and productivity standards.
• Be the service leader and customer advocate for Mohawk Industries Customer Service.
• Provide staffing, financial, statistical, and productivity reports for management reporting (KPIs).
• Perform other duties as needed.

Skills

Communication

Problem solving

Organizational skills

Multitasking

Delegation

Team leadership

Education

Bachelor's degree or equivalent

Job description

Dal-Tile, a subsidiary of Mohawk Industries, is seeking a Manager Customer Experience - Builder in Dallas, TX. The role leads a customer experience team to deliver premier service aligned with company goals around customer focus and reinvestment in people.

The position requires 6–8 years in customer service, 1–3 years of management experience, and a Bachelor’s degree or equivalent. On-site work five days a week at 7834 CF Hawn Freeway, Dallas, TX 75217.