MANAGER CUSTOMER EXPERIENCE - DTC

Dal-Tile Distribution, Inc.; Dallas (TX); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

401k match

Employee discount

Tuition reimbursement

Job summary

Dal-Tile Distribution, Inc. in Dallas is seeking a Manager Customer Experience - DTC to lead a customer service team, drive initiatives that improve customer focus, and support company goals of simplification and reinvestment in people.

The role oversees day-to-day activities of the customer experience team, develops customer-centric programs, and drives continuous improvement across service processes. Strong leadership and communication skills are essential.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 6-8 years of relevant customer service or operations experience.
• 1-3 years of management experience.
• Previous customer service experience required.

Responsibilities

• Review and interpret performance against customer service standards; report results and approve changes in plans; present reports on team performance.
• Participate in design and implementation of improved processes and policies for service departments.
• Partner cross-functionally with necessary functions to resolve service-related issues.
• Identify deficiencies, develop solutions, and implement steps to resolve problems and ensure customer satisfaction.
• Provide input on resources and costs to ensure departmental operations within budget and efficiency standards.
• Be the service leader and customer advocate for Mohawk Industries Customer Service.
• Provide information and insight into staffing, financial, statistical, and productivity reports for management reporting (KPIs).
• Perform other duties as needed.

Skills

Leadership

Customer focus

Communication

Problem solving

Team management

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

CRM systems

Job description

Join the largest manufacturer of tile and natural stone in the United States and watch your career stand out with Dal-Tile, a subsidiary of Mohawk Industries.

Our close-knit team of dedicated professionals has made us the success we are today. In exchange for their hard work, we support our people with a family-friendly work environment, a commitment to promoting from within, unique benefits that go beyond just medical and dental, and a belief that every employee deserves a productive life outside of work. If this sounds outstanding to you, take the first step forward and explore a career with Dal-Tile.

The Manager Customer Experience - DTC is a first-level manager that overseesthe day-to-dayactivities of a customer experience team with the goal ofprovidingpremier service and delivery in support of the companys goals related to customer focus, simplification, and reinvestment in people.This rolewill lead a team of customer service professionals, develop customer-centric initiatives, and drive continuous improvement.

• This role does NOT provide current or future sponorship assisstance

• Please note that we will NOT provide relocation assistance (Candidates are expected to relocate on own 3 weeks from time of offer acceptance)

• Employees are required to report in office 5 days a week / 7834 CF Hawn Freeway | Dallas, Texas 75217 (NO NEGOTIATION)

• This is a direct hire role; We are NOT open to employing through contractor or agency

Duties and Responsibilities of the Position:

• 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 implementationofimproved process and operational policies for service departments working with related teams and core process leads.

• Partnerscross functionally with necessary functionsto resolve service-related issues and develop value-added processes for service departments.

• Identifydeficiencies, develop solutions, and implement action steps to resolve problems and ensure customer satisfaction.

• Provide input onresources 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.

Required Experience and Education:

• Bachelors degree in a related fieldor equivalent education and/or experience.

• 6-8 years relevant experienceor equivalent education and/or experience.

• 1-3 years ofmanagementexperience.

• Previous customer service experience required.

Competencies:

• Requires specialized depth and/or breadth of expertise in own job discipline or field.

• Focused 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.

• High level of integrity and discretion in handling sensitive and confidential data.

• Proficient using MicrosoftOfficeSuite products.

• Flexible attitude, adaptable to change, team player,and able to handle multiple projects at once.

• High degree of professionalism, judgment, maturity, and resourcefulness in the absence of formalized guidelines andprocedures.

Other Pertinent Job Information:

This employee will be responsible for direct reports.

We offer competitive salary and a comprehensive benefits package, career opportunities, and an environment of creativity and growth. Examples include: Company Match on 401k,Employee Purchase Discount, and Tuition Reimbursement.

Dal-Tile is a proud supporter of our U.S. military, veterans and their families - Thank You for Your Service!

Active military, transitioning service members and veterans are strongly encouraged to apply.

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Dont Work participant.

Job Type Professional Opportunities

Req ID 94463