MANAGER CUSTOMER EXPERIENCE - SSC

Mohawk Industries; Dallas (TX); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

401k match

Employee purchase discount

Tuition reimbursement

Job summary

Dal-Tile, a subsidiary of Mohawk Industries, seeks a Manager Customer Experience - SSC to lead a team delivering premier service and drive customer-focused initiatives. You will oversee daily operations, develop staff, and push continuous improvement in line with company goals.

The role requires a Bachelor’s degree and 6–8 years of experience, including 1–3 years in management. In-office work five days a week in Dallas, TX with competitive salary and benefits.

Qualifications

• Bachelor’s degree or equivalent education and/or experience.
• 6-8 years of 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 and report results.
• Design and implement improved processes for service departments.
• Partner cross-functionally to resolve service-related issues.
• Identify deficiencies and implement corrective actions to ensure satisfaction.
• Provide staffing and cost input for department budgets.
• Be the service leader and customer advocate for Mohawk Industries Customer Service.
• Provide KPI and productivity reporting for management.

Skills

Management

Customer service

Communication

Multitasking

Problem solving

Leadership

Education

Bachelor’s degree

Tools

Microsoft Office Suite

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 implementation of improved process and operational policies for service departments working with related teams and core process leads.
• Partners cross functionally with necessary functions to resolve service-related issues and develop value-added processes for service departments.
• Identify deficiencies, develop solutions, and implement action steps to resolve problems and ensure customer satisfaction.
• Provide input on resources 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

• 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.

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 Microsoft Office Suite 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 and procedures.

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 Don’t Work participant.