MANAGER CUSTOMER EXPERIENCE - SSC

Dal-Tile Distribution, Inc.; Dallas (TX); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Company Match on 401k

Employee Purchase Discount

Tuition Reimbursement

Job summary

Dal-Tile Distribution, Inc. in Dallas seeks a Manager Customer Experience to oversee a team delivering premier service and delivery aligned with company goals. The role focuses on customer focus, simplification, and reinvestment in people.

The position leads a team of professionals, develops customer-centric initiatives, and drives continuous improvement across the organization.

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 performance against customer service standards; report results and approve changes; participate in management activities.
• Participate in designing and implementing improved service processes and policies.
• Partner cross-functionally to resolve service-related issues and develop value-added processes.
• Identify deficiencies, develop solutions, and implement actions to resolve problems and ensure customer satisfaction.
• Provide input on resources and costs to ensure budget, productivity, and efficiency standards.
• Be the service leader and customer advocate for Mohawk Industries Customer Service.
• Provide staffing, financial, statistical, and KPI insights for management reporting.
• Perform other duties as needed.

Skills

Customer Service

Management

Communication

Organizational Skills

Time Management

MS Office

Education

Bachelor's degree in related field

6-8 years relevant experience

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 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.

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.