Customer Experience Team Leader: Elevate Service

Mohawk Industries; Dallas (TX); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Company 401k match

Tuition reimbursement

Employee purchase discount

Job summary

Dal‑Tile, a subsidiary of Mohawk Industries, in Dallas, TX, seeks a Customer Experience Manager to lead a dedicated team and optimize service delivery. You will supervise staff, improve processes, and align resources with departmental goals to enhance customer satisfaction.

The role emphasizes collaboration with the Manager and Director of Customer Experience, data-driven decision making, and maintaining performance within budget and efficiency standards.

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 development of plans and schedules for efficient use of people and technology to ensure optimal service delivery.
• Review and identify business requirements and enhancements; recommend solutions to streamline processes and improve turnaround time, productivity, and quality.
• Supervise, motivate, and coach a diverse staff; monitor performance and identify deficiencies.
• Recommend changes and assist to implement actions to resolve problems and ensure customer satisfaction.
• Lead or facilitate team-based improvement projects.
• Work with Manager Customer Experience to maintain resources within budget and standards.
• Prepare information to explain or resolve issues or customer complaints/feedback.
• Collaborate with Manager and Director Customer Experience to resolve service-related issues and develop new value-added processes for customers.
• Compile and review data around sales, inventory, claims, and related metrics for assigned customer experience team.
• Perform other duties as needed.

Skills

Communication

Problem solving

Organizational skills

Time management

Leadership

Microsoft Office

Adaptability

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office Suite

Job description

Dal‑Tile, a subsidiary of Mohawk Industries, in Dallas, TX, seeks a Customer Experience Manager to lead a dedicated team and optimize service delivery. You will supervise staff, improve processes, and align resources with departmental goals to enhance customer satisfaction.

The role emphasizes collaboration with the Manager and Director of Customer Experience, data-driven decision making, and maintaining performance within budget and efficiency standards.