Mohawk Industries CUSTOMER SERVICE SUPERVISOR 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 an exceptional Customer Service Supervisor who is ready to provide exceptional leadership to a dedicated group of customer service team members. The Customer Service Supervisor is responsible for supervising and coordinating the team’s work activities for the assigned 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 work experience with lead generation and has successfully closed sales opportunities on customer calls.

You will coordinate the team’s workflow and provide direct customer service for escalated customer issues. Customer service inquiries include coordinating and managing order entry, order inquiry, product information, order status, customer returns and transportation management. You 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:

  • Manages the day to day operations, including directing workflow of assigned team.

  • 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 the performance of an assigned team.

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

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

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

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

  • 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 all-inclusive communication.

  • May execute duties including, but not limited to that of a Customer Service Rep, office tasks, and administration.

  • Oversees employees time and attendance

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

Education and Knowledge:

  • Requires high school diploma or GED

  • Associates degree preferred but relevant work experience considered in lieu of degree

Experience:

  • 5 or more years of call center experience required with a focus on Customer Account Management

  • 3 years of prior leadership experience in call center experience highly preferred

  • Prior experience in sales highly desirable

  • Software SAP and SalesForce

  • Microsoft Office

Competencies:

  • Strong customer service skills

  • Demonstrated leadership

  • Conflict resolution

  • Sales

  • Superior interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals

  • Ability to multi-task

  • Excellent organizational and problem-solving skills

  • Strong self-directed organizational skills to organize time effectively on a daily and weekly basis.

  • Must be detail oriented and have excellent written and verbal communication skills

  • Must have moderate level computer skills in Word and Excel, with the ability to use databases and other computer systems

  • Must be a team player

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).