Manager Customer Experience - Ssc

Manager Customer Experience - SSC

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.

This role does NOT provide current or future sponsorship assistance. 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 at 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.

Job Type: Professional Opportunities

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