Business Site US-GA-CHATSWORTH
    Job ID
    FLSA Status
    Job Group
    Customer Experience
  • Overview


     Lead a Customer Service team to premier service and delivery in support of the company’s strategic goals. Develops, directs and implements Customer Service, Claims, and Credit initiatives in support of the Customer Experience strategic goals to drive toward the achievement of the corporate vision. Pursue Customer Experience Excellence.






    • Leads and mentors a dynamic team of individuals who constantly search for creative ways to improve the Customer Experience and related processes to meet business needs.
    • Provides direction to include staff development and training, delegation, project and resources control, teamwork coordination and constructive feedback as it pertains to individual, team or overall performance.
    • Maintains effective, productive and professional working relationships with internal teams and external customers and third party vendors.
    • Proactively reviews and interprets performance against customer service standards; provides information and reports to subordinates on interpretation of results and approves changes in plans; presents reports on team and performance, and other related matters and/or participates in key management activities and committees.
    • Actively participate in the design and implementation for improved process and operational policies for service departments working with related teams and core process leads.
    • Directs teams’ workflow and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction.
    • Partners with sales, sales operations, production planning, claims, turnkey, financial services, logistics, and marketing management and staff teams to resolve service related issues and develop value-added processes for service departments.
    • Works directly with sensitive order fulfillment issues. Participates in the investigations and evaluates and settlements of order fulfillment related issues engaging the appropriate departments and resources.
    • Conducts root cause analysis to prevent failures and enhance the customer experience.
    • Develops plans for monitoring department performance. Identifies deficiencies, develops solutions, and implements action steps to resolve problems and ensure customer satisfaction. Reviews processes and procedures and initiates activities to streamline process flow and enhance service turnaround time, productivity and quality.
    • Identifies, documents and supports the maintenance of best practices and “lessons learned”, including metrics for assessing progress. Actively participates in the creation and maintenance of internal communication programs and processes to ensure awareness of compliance issues and federal, state and local regulatory activities that affect Customer Service management.
    • Identifies systematic problems and implements appropriate training to develop corrective actions and/or systems or process changes that will resolve problems and improve operations.
    • Manages resources and costs of team to ensure ongoing operations of the department within established budget, productivity and efficiency standards.
    • Provides information and insight into the staffing, financial, statistical and productivity reports for management reporting (KPIs). Prepares information to explain or resolve discrepancies and issues of customer dissatisfaction.
    • Seeks opportunities to impact competitive advantage and profitability.
    • Fulfill and support corporate, division, department strategic initiative by developing supporting initiatives for all associates and supervisory personnel.
    • Be the service leader and customer advocate for Mohawk Industries Customer Service.
    • Oversight and management of Customer Service functions could include a combination of Core Commercial, Hospitality, Residential, Home Center, Distributor Accounts, Claims, Credit and other areas that may be added.
    • Drives automation (MohawkNet, Mohawk Xchange, and EDI. B2B, etc. and process changes to reduce expenses and improve productivity).



    EOE Minorities/Females/Protected Veterans/Disabled


    • A Bachelor’s degree in Business Administration or related field is required, or seven years related work experience in Customer Service, Claims, or Sales experience including leadership roles.
    • Or 10+ years of progressively responsible work for specific experience and/or 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.
    • Demonstrated leadership skills of driving organization toward premier service and delivery in support of the company’s strategic goals.
    • A minimum of 5+ years of supervisory/management experience in a business environment of comparable size and scope preferred.
    • Well-rounded business acumen.
      • Must be able to analyze and make a decision quickly.
      • Cannot overanalyze, fast paced complex business
      • Must be able to manage complexity
      • Multiple brands, divisions and expectations
      • People, processes and protocol
    • Solution based execution/approach with customers and sales.
    • Excellent oral, written, presentation and interpersonal communication skills to effectively interact with senior management, internal and external business contacts.
    • Ability and willingness to accept responsibility, the desire and capability of motivating and directing the activities of others.
    • Ability to analyze employee strengths and weaknesses for proper deployment within organization.
    • Competency to work up/down/across a matrix organization including executive management and customers as needed.
    • Demonstrated ability to achieve results through team efforts.
    • Ability to manage conflicting demands for resources through negotiation.
    • Ability to deal in a high – pressure environment.
    • Ability to create a vision of the future needs of the department from an internal, sales support and customer support viewpoint and to transform this vision into goals and work plans for the team to achieve.
    • Strong personal computer skills with knowledge of applicable software applications such as Word, Excel, PowerPoint, Access, MS Project, MS Outlook, Lotus Notes.
    • Strong presentation skills.



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