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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 currently seeking an exceptional Customer Service Supervisor to join our TEAM!
Primary Objective
Leads effective and efficient coordination between the Company and its customers with a high level of service and support. Guides the team in order management and customer resolution supporting product and service issues. Establishes and maintains positive business relationships, internally and externally, to promote company goals. Leads customer service team members to support goals established by the organization.
Major Function and Scope
- Supervises a staff of customer service representatives that respond to requests from customers which include, but is not limited to, order entry, order inquiry, product information, order status, pricing, inventory inquiries and transportation management to analyze and resolve customer needs.
- Provides ongoing training, coaching and team building to improve performance of assigned team.
- Identifies improvement opportunities, works to create more efficient processes, and fully implements improvements.
- Monitor staff performance and KPI’s to improve service levels and customer experiences.
- Must be a subject matter expert in multiple areas and address complex customer service issues.
- Primary point of contact for team members to handle escalated customer questions/concerns regarding orders and/or service.
- Manages cases reviews, quality monitoring, performance feedback and issue resolution in a timely manner.
- Collaborates with manager to prepare and administer performance reviews, counseling, and take disciplinary actions when necessary.
- Initiates new hire selection and training processes with direction from manager.
- Administer employees’ time and attendance utilizing Kronos.
Experience And Knowledge Required
Education and Knowledge:
Associates Degree in related field or equivalent work experience in a leadership role preferred.
Experience
5 or more years of Customer Service experience. 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 Job Information
While performing the duties of this job, the employee is regularly required to stand, walk, sit, type, talk and hear. Specific vision abilities required by this position includes close vision, peripheral vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities.
We offer competitive salary and a comprehensive benefits package, career opportunities, and an environment of creativity and growth. Examples include: Company Match on 401k, Employee Purchase Discount, and 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 including disability/veteran committed to an inclusive workplace and a proud Drugs Don’t Work participant.
