SUPERVISOR CUSTOMER EXPERIENCE - DTC

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 - DTC 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.