Manager Customer Experience - Ssc

Mohawk Industries•Dallas, TX

7d•Onsite

About The Position

The Manager Customer Experience - SSC is a first-level manager that oversees the day-to-day activities of a customer experience team with the goal of providing premier service and delivery in support of the company’s goals related to customer focus, simplification, and reinvestment in people. This role will lead a team of customer service professionals, develop customer-centric initiatives, and drive continuous improvement. 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 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

Requirements

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.
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.

Responsibilities

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.