TheManager Customer Experience - Builderis 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 company’s 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 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 / 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:
- Bachelor’s 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.
