Mohawk Industries CUSTOMER SERVICE SR. MANAGER in Dallas, Texas

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.

Dal-Tile is searching for a Customer Service Manager to lead our Customer Service Teams across the US. Our Customer Service Teams provide support to Dal-Tile customers with order entry, order inquiry, product information, order status, customer returns and transportation management. We are searching for someone who is ready to provide exceptional leadership to a dedicated group of customer service team members. The Customer Service Manager is responsible for developing, implementing and monitoring, tactical and operational process and plans for the Customer Service group. Dal-Tile customers are the most important part of our business and we are looking for someone who can go above and beyond to ensure our customer’s needs are met. Our customer service team provides information to customers via telephone regarding product order status, delivery status, and coordination of product returns. This position is also a sales focused role and is ideal for someone with previous experience with lead generation and has successfully closed sales opportunities on customer calls.

The Manager will partner with the local Customer Service Supervisors to plan and optimize the work flow for the Customer Service Teams. This position provides the opportunity to develop, communicate, implement and monitor Customer Service procedures and standards to ensure customer service needs are matched and exceeded. The team will look to the Manager for leadership on projects and provide support when the Director is absent. The Manager will also provide ongoing training, coaching and team building to improve the performance of the assigned team. At Dal-Tile, we utilize various computer systems such as SAP, SalesForce, and Microsoft products in the management of customer orders from plants, distribution centers and vendors.

Responsibilities:

  • Plan, organize and partner with Supervisor to control functional activities within Customer Service team and manage multiple shift work teams.

  • Team with senior sales teams to resolve complex service related issues for customer base.

  • Partners with supervisors or other senior staff teams to develop, communicate, implement and monitor the maintenance of policies, procedures and standards to ensure that levels of support match or exceed field and customer requirements.

  • Identifying sales opportunities, generating sales leads and closes sales on calls

  • Develop and implement efficient added value processes to improve the customer experience and improve sales.

  • Assume a leadership role in managing assigned projects; evaluate recommended projects to determine cost, benefits, feasibility and prepares recommendations for implementation.

  • Assumes responsibilities of department during absence of Director. Assist with development of the annual budget to support the achievement of department/divisional goals.

  • Maintain adequate control of resources to ensure on-going operations of the department within established budget, productivity and efficiency standards.

  • Team with senior marketing management on new projects or to resolve service related issues that assist in implementing solutions to meet the company’s goals and expectations.

  • Train, develop and identify employees’ training and resource needs.

Education and Knowledge:

  • Bachelor’s degree plus 6+ years of Customer Service experience required or 10+ years of Customer Service experience considered in lieu

Experience:

  • Minimum of 4 years of experience in a supervisory/managerial capacity leading diverse work groups

  • 2 years and project management experience in a business environment of comparable size and scope

  • Knowledge of budgeting and expense control to plan, implement and maximize expenditure of funds while maintaining and improving quality standards

  • Knowledge of basic Human Resources laws, regulations, policies and procedures applicable in the day- to-day leadership and development of employees

  • Prior experience in sales is highly desirable

  • Software SAP and SalesForce

  • Microsoft Office

Competencies:

  • Motivational and inspirational

  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

  • Problems solving skills

  • Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.

  • Excellent customer service and leadership skills.

Other Pertinent Job Information:

While performing the duties of this job, the employee is regularly required to stand, use hands and reach with hands and arms. The associate is required to walk, stoop, kneel, crouch, or crawl. The associate may sit, climb or balance, talk or hear. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

We offer competitive salary and a comprehensive benefits package, career opportunities, and an environment of creativity and growth. Company Match on 401k

Employee Purchase Discount

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 committed to an inclusive workplace and a proud Drugs Don’t Work participant (EEO/AA M/F/D/V).