Customer Experience Operations Lead

Mohawk Industries; Dallas (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401k match

Employee Purchase Discount

Tuition Reimbursement

Job summary

Dal-Tile, the largest US tile and natural stone manufacturer and a Mohawk Industries subsidiary, invites you to join a close-knit team dedicated to superior service. The Supervisor Customer Experience - SSC oversees daily operations, drives performance, and coordinates with customers to ensure high-quality support, reporting to the Manager/Director of Customer Experience. This is a direct hire role based in Dallas (7834 CF Hawn Freeway).

No relocation assistance. In-office four days a week.

Qualifications

• Bachelor's degree in a related field or equivalent education and/or experience.
• 4-6 years relevant experience or equivalent education and/or experience.
• 0-3 years of management experience preferred

Responsibilities

• Assist in the development of plans and schedules for the efficient and productive use of people resources and technology to ensure optimal service delivery.
• Review and proactively identify, analyze, and monitor business requirements and enhancement possibilities. Recommend viable solutions, modifications, and applications to streamline process flow and enhance service turnaround time, productivity, and quality.
• Supervise, motivate, and coach a diverse staff. Monitor employee performance and proactively identify deficiencies.
• Recommend changes and solutions and assist to implement action steps to resolve problems and ensure customer satisfaction.
• Lead or facilitate team-based improvement projects.
• Work with Manager Customer Experience to maintain adequate control of resources to ensure ongoing operations of the department within established budget, productivity, and efficiency standards.
• Prepare information to explain or resolve issues or customer complaints/feedback.
• Work with Manager Customer Experience and Director Customer Experience to resolve service-related issues and develop new value-added processes for customer base.
• Compile and review data around sales, inventory, claims, and other related metrics as it relates to one's assigned customer experience team.
• Perform other duties as needed.

Skills

Team productivity

Communication

Problem solving

Organizational skills

Multitasking

Time management

Integrity & discretion

Microsoft Office

Adaptable to change

Professionalism

Education

Bachelor's degree or related field

4-6 years relevant experience

0-3 years management experience preferred

Job description

Dal-Tile, the largest US tile and natural stone manufacturer and a Mohawk Industries subsidiary, invites you to join a close-knit team dedicated to superior service. The Supervisor Customer Experience - SSC oversees daily operations, drives performance, and coordinates with customers to ensure high-quality support, reporting to the Manager/Director of Customer Experience. This is a direct hire role based in Dallas (7834 CF Hawn Freeway).

No relocation assistance. In-office four days a week.