Supervisor Customer Experience - Dtc

Mohawk Industries•Dallas, TX

2d•Hybrid

About The Position

The Supervisor Customer Experience - DTC manages and evaluates Customer Experience team performance, overseeing day-to-day activities to coordinate effectively and efficiently between the company and its customers and provide a high level of service and support. This newly established role supervises, motivates, and coaches staff; monitors performance; and helps resolve problems and customer concerns. The position is based at 7834 CF Hawn Freeway, Dallas, Texas 75217, and employees must report to the office four days per week. Relocation assistance and current or future sponsorship are not provided. This is a direct-hire position; contractor and agency employment are not accepted. The supervisor works with the Manager and Director of Customer Experience to address service issues and develop value-added processes. The role also helps maintain department operations within budget, productivity, and efficiency standards and reviews metrics related to sales, inventory, claims, and other assigned-team activities.

Requirements

Bachelor’s degree in a related field, or equivalent education and/or experience.
4–6 years of relevant experience, or equivalent education and/or experience.
Specialized depth and/or breadth of expertise in the job discipline or field.
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 with Microsoft Office Suite products.
Flexible, adaptable to change, and able to work as a team player and handle multiple projects at once.
Professionalism, judgment, maturity, and resourcefulness when formalized guidelines and procedures are absent.
Ability to supervise direct reports.
Must report to the office four days per week at the specified Dallas, Texas location.
Must relocate independently within three weeks of offer acceptance; relocation assistance is not provided.

Nice To Haves

0–3 years of management experience preferred.

Responsibilities

Assist in developing plans and schedules for efficient and productive use of people resources and technology to ensure optimal service delivery.
Review, identify, analyze, and monitor business requirements and opportunities for enhancements.
Recommend solutions, modifications, and applications to streamline processes and improve service turnaround time, productivity, and quality.
Supervise, motivate, and coach a diverse staff.
Monitor employee performance, identify deficiencies, recommend solutions, and help implement action steps to resolve problems and ensure customer satisfaction.
Lead or facilitate team-based improvement projects.
Work with the Manager Customer Experience to maintain adequate resource controls and keep department operations within established budget, productivity, and efficiency standards.
Prepare information to explain or resolve issues and customer complaints or feedback.
Work with the Manager Customer Experience and Director Customer Experience to resolve service-related issues and develop value-added processes for customers.
Compile and review data related to sales, inventory, claims, and other metrics for the assigned Customer Experience team.
Perform other duties as needed.