Mohawk Industries INDUSTRIAL ENGINEER III - Customer Experience in CALHOUN, Georgia
Mohawk Industries is the leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Bigelow, Daltile, Durkan, Karastan, Lees, Marazzi, Mohawk, Pergo, Unilin, Quick-Step and IVC. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.
Drive process improvements across Customer Experience operations, connecting strategy and goals to meaningful purpose. Drive waste out of business processes using a structured DMAIC/Lean approach for increased speed and efficiency. Deliver value efficiently to the customer by implementing high-ROI digitization, automation, analytics, and outsourcing projects. Implement a structured training process with supporting metrics, enabling people at all levels to contribute to their fullest potential. Create and maintain KPI’s to guide decision making and verify effectiveness.
Work collaboratively with CE leaders and internal/external customers to develop meaningful KPI’s for the organization. Ensure that countermeasure and improvement plans are in place and followed for KPI’s. Publish results monthly.
Initiate and lead technology and outsourcing projects to eliminate low-value activities.
Redesign CE processes to eliminate non-value-added activities using a structured approach for waste reduction (Lean and DMAIC).
Develop analytics to facilitate workforce management and smart scheduling.
Develop and maintain a structured training process with a progression plan from entry-level to super-agent. Utilize meaningful KPI’s that reflect training progress.
Investigate / recommend / implement effective training technologies and methods.
Deploy and maintain SOP’s across the organization using a proven technology (Acadia)
Bachelor’s Degree in Industrial Engineering or Business discipline
Proven track record in leading change across functions in a large organization (5 years minimum)
Prior experience managing a team
Process improvement certifications preferred (Lean, Six Sigma).
Prior experience in a customer service organization preferred
Experience developing effective training systems and methods
Experience with business intelligence / analytics tools
Advanced level of proficiency using Microsoft Office packages to include Word, Excel and PowerPoint. Ability to learn and become proficient using other departmental database systems to successfully perform the essential functions of the job
Good oral, written and interpersonal communication skills in order to effectively interact with Senior Management and internal customers. Good presentation and team facilitation skills in order to present information, deliver training and solicit feedback at various levels within the organization
Ability to work in a high-pressure environment and exercise good judgment to resolve problems and complete tasks in the absence of formalized guidelines and procedures.
Ability to collect raw and secondary data, to organize, analyze and draw relevant conclusions to inform senior management accordingly
Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Works well in group problem solving situations
Motivation - Demonstrates persistence and overcomes obstacles. Takes calculated risks to accomplish goals
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality
Analytical - Synthesizes complex or diverse information. Collects and researches data. Uses intuition and experience to complement data. Designs work flows and procedures.
Ability to work independently relying on experience and judgment to plan and accomplish assigned tasks and goals in accordance with project deliverable and reporting deadlines.
EOE Minorities/Females/Protected Veterans/Disabled
Job ID 2018-36207
FLSA Status Exempt
Job Group Manufacturing