Supervisor Customer Experience -SSC

Mohawk Industries · Dallas

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 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.

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