MANAGER CUSTOMER EXPERIENCE - SSC

Dal-Tile LLC; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401k match

Employee purchase discount

Tuition reimbursement

Job summary

Dal-Tile, the nation’s largest tile and natural stone manufacturer, seeks a Manager Customer Experience - SSC to lead a team delivering premier service and support to customers, aligning with company goals and driving continuous improvement. You will oversee daily operations, develop customer-centric initiatives, partner cross-functionally, and report on KPIs.

This is an in-office role in Dallas with direct reports and a focus on customer advocacy.

Qualifications

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

Responsibilities

• Review and interpret performance against customer service standards; report to subordinates and approve changes in plans.
• Design and implement improved processes and policies for service departments.
• Partner cross-functionally to resolve service-related issues and develop value-added processes.
• Identify deficiencies, develop solutions, and implement actions to ensure customer satisfaction.
• Inform on resources and costs of the team to meet budget, productivity and efficiency standards.
• Lead as service leader and customer advocate for Mohawk Industries Customer Service.
• Provide information and insight into staffing, financial, statistical, and productivity reports for management.
• Perform other duties as needed.

Skills

Customer service

Leadership

Communication

Problem solving

Time management

Education

Bachelor's degree in related field

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 - SSC is a first-level manager that oversees the day-to-day activities of a customer experience team with the goal of providing premier service and delivery in support of the company‘s goals related to customer focus, simplification, and reinvestment in people. This role will 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.

OtherPertinentJob 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.

• Company Match on 401k
• Employee Purchase Discount
• 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