Customer Service Manager - (FT)

Dal-Tile • Dallas, TX

1d • Onsite

About The Position

The Customer Service Manager is a first-level manager responsible for overseeing the day-to-day activities of a customer experience team. The role leads customer service professionals, develops customer-centric initiatives, and drives continuous improvement to support company goals related to customer focus, simplification, and reinvestment in people. The employee will have direct reports.

This is an in-office role at 7834 CF Hawn Freeway, Dallas, Texas 75217, with employees required to report to the office five days a week. Candidates are expected to relocate at their own expense within three weeks of accepting an offer. The position is direct hire; contractor or agency employment is not available. The company does not provide current or future sponsorship assistance or relocation assistance.

Requirements

• Bachelor’s degree in a related field, or equivalent education and/or experience.
• 6–8 years of relevant experience, or equivalent education and/or experience.
• 1–3 years of management experience.
• Previous customer service experience.
• Specialized depth and/or breadth of expertise in the employee’s job discipline or field.
• Ability to focus on and take responsibility for the team’s productivity and collective impact.
• Excellent communication, problem-solving, and organizational skills.
• Ability to multitask, prioritize, delegate, and manage time effectively.
• High integrity and discretion when handling sensitive and confidential data.
• Proficiency using Microsoft Office Suite products.
• Flexible, adaptable to change, a team player, and able to handle multiple projects at once.
• Professionalism, judgment, maturity, and resourcefulness when formalized guidelines and procedures are absent.

Responsibilities

• Review and interpret performance against customer service standards; communicate interpretations and results to subordinates and approve changes in plans.
• Present reports on team performance and related matters, and participate in key management activities and committees.
• Participate in designing and implementing improved processes and operational policies for service departments, working with related teams and core process leads.
• Partner cross-functionally 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 team resources and costs to support department operations within established budget, productivity, and efficiency standards.
• Act as the service leader and customer advocate for Mohawk Industries Customer Service.
• Provide information and insight for management reporting on staffing, financial, statistical, and productivity reports (KPIs).
• Perform other duties as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager