Dallas Customer Experience Team Lead

Mohawk Industries, Inc.; Dallas (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401k match

Employee purchase discount

Tuition reimbursement

Job summary

Dal-Tile, a unit of Mohawk Industries, seeks a Supervisor Customer Experience to oversee daily operations and optimize service delivery for customers. The role monitors performance, coordinates resources, and drives improvements within budget and quality standards.

You will lead a diverse team, identify opportunities to enhance processes, and partner with senior leaders to resolve issues and add value for customers. In-office presence is required four days weekly.

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.
• Focus on and responsible for their team's productivity and collective impact.
• Excellent communication, problem solving, and organizational skills.
• Able to multitask, prioritize, delegate, and manage time effectively.

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 ones assigned customer experience team.
• Perform other duties as needed.

Skills

4-6 years experience

0-3 years management

Excellent communication

Problem solving

Organizational skills

Multitask & time management

Integrity & discretion

Flexible & team player

Professionalism & judgment

Education

Bachelor’s degree in related field

Job description

Dal-Tile, a unit of Mohawk Industries, seeks a Supervisor Customer Experience to oversee daily operations and optimize service delivery for customers. The role monitors performance, coordinates resources, and drives improvements within budget and quality standards.

You will lead a diverse team, identify opportunities to enhance processes, and partner with senior leaders to resolve issues and add value for customers. In-office presence is required four days weekly.