Mohawk Industries CUSTOMER SERVICE SUPERVISOR in Manchester, New Hampshire

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.

Supervises and coordinates the activities of an assigned team within the Dal- Tile Customer Service Department, assuring that Departmental Service objectives are met.

Major Functions and Scope:

  • Supports Manager with complex customer service issues or projects.

  • Serves as point of contact for escalated customer questions/ concerns regarding orders and/or service.

  • Provides ongoing training, coaching and team building to improve performance of assigned team.

  • Tracks and communicates KPI’s to team to improve level of service to our customers.

  • Continuously identifies improvement opportunities, works to create more efficient processes, fully implements improvements and monitors results.

  • May identify sales opportunities, generates sales leads, and closes sales on calls.

  • Manages team to meet department customer service objectives including service level, quality and response time objectives.

  • Completes all assigned tasks such as quality monitoring, performance feedback and issue resolution in a timely manner.

  • Prepares and administers performance reviews, counseling, and takes disciplinary actions when necessary.

  • Interviews, hires and manages training for new employees.

  • Communicates business changes and initiatives with the team, ensuring the team has the tools necessary to perform their jobs efficiently.

  • Works with Manager to meet budget in areas of headcount, supplies, overtime and other related expenses for the Department.

  • Develops, guides, and empowers teams and individuals by monitoring performance, identifying training needs, encouraging allinclusive communication. • May execute duties including, but not limited to that of a Customer Service Rep, office tasks, and administration.

  • Oversees employees time and attendance utilizing Kronos.

  • Assists with special projects and performs other related duties as required

Education and Knowledge: Associates Degree in related field or equivalent work experience in a leadership role required.

Experience: 5 or more years of Customer Service experience, preferably in a Call Center environment. At least 3 years of prior Leadership experience preferred.

Competencies: Excellent Customer Service skills. Leadership, team building, and conflict resolution skills required. Proven ability to handle multiple priorities. Must be detail oriented. Excellent written and verbal communication skills required. Strong PC skills utilizing Word, Excel, Internet and Database Programs. Able to perform well in a fast –paced, changing environment.

Other Pertinent Position 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).

Req Id: 19712