SUPERVISOR CUSTOMER EXPERIENCE - SSC

Mohawk Industries; Dallas (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Company match on 401k

Employee purchase discount

Tuition reimbursement

Job summary

Dal-Tile, a Mohawk Industries subsidiary, seeks a Supervisor Customer Experience to lead CX teams in Dallas, ensuring high service levels and effective coordination with customers. You will plan, monitor, and improve processes while coaching a diverse staff.

Requires a Bachelor’s degree and 4–6 years of relevant experience; 0–3 years management experience preferred. In-office role at 7834 CF Hawn Freeway, Dallas, TX 75217.

Qualifications

• Bachelor’s degree or equivalent education/experience.
• 4-6 years’ relevant experience or equivalent education/experience.
• 0-3 years of management experience preferred.

Responsibilities

• Assist in developing plans and schedules for efficient use of people, resources, and technology to deliver service.
• Review business requirements and identify improvements to streamline processes and enhance service delivery.
• Supervise and coach staff, monitor performance, and address deficiencies as needed.
• Lead team-based improvement projects and manage resources within budget and productivity standards.
• Prepare information to resolve customer issues and feedback with managers to develop value-added processes.
• Compile data around sales, inventory, claims, and related metrics for the customer experience teams.

Skills

Communication

Problem Solving

Organizational Skills

Multitasking

Time Management

Leadership

Education

Bachelor’s degree in a related field

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.

The Supervisor Customer Experience - SSC is a newly established performer that manages and evaluates the work performance of Customer Experience teams. This role oversees the day-to-day activities of the team to ensure effective and efficient coordination between the Company and its customers with a high level of service and support.

• 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 4 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

• 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.

Required Experience And Education

• 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

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.