Mohawk Industries MANAGER CUSTOMER SERVICE I - Hospitality in DALTON, 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.
Serves as the primary relationship manager between Customer Service and Hospitality Sales Leadership.
Develops and implements improved processes and operational efficiencies while improving the customer experience. Responsible for the development and implementation of strategic and tactical operational plans to ensure that defined goals are achieved.
Responsible for theday-to-daymanagement and leadership of the Hospitality Customer Service Team in alignment with the desired customer experience. Manages overall workflow of the team and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction. Monitors department performance, proactively identifies deficiencies and recommends changes, develops solutions, and implements action steps to resolve problems and ensure customer satisfaction. Reviews processes and procedures and proactively initiatives activities to streamline process flow and enhance service turnaround time, productivity, and quality.
Leads a team of Account Support Specialists and coaches them in carrying out the unique functions and complexities associated with Hospitality Customer Service
Directs the workflow and staffing levels to balance team workload, ensure on-going operations of the department, meet budget requirements, adhere to productivity / efficiency standards, and achieve service standards
Develops strong collaborative relationships with internal stakeholders such as Hospitality Pre-Order Support, Hospitality Sales Leadership, Logistics, etc.
Identifies training and / or development needs of team members and then partners with Training team to provide the right tools and resources
Assume responsibility of other Commercial Customer Service areas in absence of Sr. Manager
Resolve escalated service issues as needed
Review processes and procedures and recommend improvements to streamline and enhance service
EOE Minorities/Females/Protected Veterans/Disabled
Bachelor’s degree in Business or related field and 3-5 years of progressively responsible related experience strongly preferred Or ,
5-7years of progressively responsible work related experience and any combination of education and training which provides the required knowledge, skills and abilities to perform the essential functions of the job, combined with demonstrated professional growth and achievement
Minimum of 2 years of experience in a leadership capacity
Experience in hospitality related customer support and processes preferred
AS400 experience preferred
Broad knowledge of the Company’s products/services and systems
Knowledge of basic Human Resources laws, regulations, policies and procedures applicable in the day- to-day leadership and development of employees
Job ID 2018-37841
FLSA Status Exempt
Job Group Customer Experience