Customer Experience Manager - On-Site Dallas

Daltile; Dallas (TX); In loco; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

Mohawk Industries—through its Daltile division—seeks a Manager Customer Experience - Builder to lead a team of customer service professionals focused on premier service and alignment with company goals on customer focus and reinvestment in people.

The role oversees day-to-day activities, drives customer-centric initiatives, and collaborates with multiple functions to enhance service delivery and operational efficiency.

Competenze

• 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.

Mansioni

• Review and interpret performance against customer service standards; provide information and report to subordinates on interpretation of results and approve changes in plans; present reports on team, performance, and other related matters and/or participate in key management activities and committees.
• Participate in the design and implementation of improved process and operational policies for service departments working with related teams and core process leads.
• Partners 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 team to ensure ongoing operations of the department within established budget, productivity, and efficiency standards.
• Be the service leader and customer advocate for Mohawk Industries Customer Service.
• Provide information and insight into the staffing, financial, statistical, and productivity reports for management reporting (KPIs).
• Perform other duties as needed.

Formazione

Bachelor’s degree or equivalent

6-8 years’ experience

1-3 years management experience

Customer service experience

Descrizione del lavoro

Mohawk Industries—through its Daltile division—seeks a Manager Customer Experience - Builder to lead a team of customer service professionals focused on premier service and alignment with company goals on customer focus and reinvestment in people.

The role oversees day-to-day activities, drives customer-centric initiatives, and collaborates with multiple functions to enhance service delivery and operational efficiency.