CX Team Lead: Service Excellence & Process Improvement

Dal-Tile Distribution, Inc.; Dallas, Northern (TX, KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Company 401k match

Employee purchase discount

Tuition reimbursement

Job summary

Dal-Tile Distribution, Inc. is seeking a Supervisor Customer Experience - Home Centers to lead and evaluate the work performance of Customer Experience teams, ensuring high service levels for customers and efficient coordination with the company.

The role manages day-to-day activities, develops plans, analyzes requirements, and drives improvements in service delivery while guiding a team in a corporate Dallas office setting.

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 to streamline process flow and enhance service turnaround time, productivity, and quality.
• Supervise, motivate, and coach a diverse staff; monitor employee performance and 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 control of resources and ensure ongoing operations within budget 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 value-added processes.
• Compile and review data around sales, inventory, claims, and other metrics related to assigned customer experience team.
• Perform other duties as needed.

Skills

Leadership

Communication

Problem solving

Time management

MS Office

Education

Bachelor’s degree or equivalent

Tools

None

Job description

Dal-Tile Distribution, Inc. is seeking a Supervisor Customer Experience - Home Centers to lead and evaluate the work performance of Customer Experience teams, ensuring high service levels for customers and efficient coordination with the company.

The role manages day-to-day activities, develops plans, analyzes requirements, and drives improvements in service delivery while guiding a team in a corporate Dallas office setting.