SUPERVISOR 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.

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.