To plan, organize, direct, supervise, control and improve the quality of the day-to-day, and long-term activities of the branch customer service unit according to Company standards.
Leads, motivates and coaches individuals on the Customer service teams. Provides consistent and constructive feedback to employees; trains, develops or identifies employees training and resource needs, maintains employee personnel records, establishes priorities, schedules daily work and monitors the quality and quantity of work performed by their employees.
Ensure scheduling of work time, breaks, lunches, vacation, sickness, LOAs, and all changes relative to work scheduling that affects the companys ability to manage the call volume; includes maintaining Kronos records.
Assists with development and administration of departmental procedures, policies and standards; ensures organization policies and procedures are communicated and practiced; ensures appropriate measures or standards for performance are followed by monitoring, evaluation and continuous coaching of the employees. Responsibilities include hiring and/or termination of employees.
Assists with the implementation of approved plans and the annual budget to support the achievement of department/division goals; leads and/or participates on projects and services necessary to support and improve existing processes and services; maintains adequate control of resources to ensure on-going operations of the department within established budget, productivity and efficiency standards; establishes and maintains effective working relationships with internal customers and services vendors to proactively address issues that may have the potential to impact the quality and growth of the departments business or result in costly penalties and fines from regulatory agencies.
Ensures the timely and accurate dissemination of information, incentives, rewards and/or recognition; ensures appropriate documentation is developed as required by the organization; ensures a current and historical library is maintained on all team/project activity, system implementation, upgrades and modifications, policies and procedures.
Establishes applicable policies and procedures; provides the necessary equipment, tools and training, that encourages practices and work behavior that supports and ensures employee success and environmental safety. Monitors the maintenance, upgrades or modifications of department equipment, tools and all associated software packages; schedules repairs services or oversees unanticipated interruption to services to ensure minimal downtime is utilized.
Performs other duties as required
EOE Minorities/Females/Protected Veterans/Disabled
Bachelors degree in a related field and four + years of progressively responsible, professional, related work experience or
Six years of progressively responsible, professional job-specific work experience and an equivalent combination of education and training that provides the required knowledge, skills and abilities, combined with demonstrated professional growth and achievement
Experience must include a minimum of two years in a leadership/senior capacity
Successful completion of the following assessments:
Strong personal computer skills with experience in Windows based software
Demonstrated experience using and an understanding of Human Resources laws, regulations, policies and procedures, quality management tools, concepts/methodology, practices and techniques
Ability to assist with the management of the departments budget, while maintaining and improving quality standards
Knowledge of Mohawks organizational and functional operating structure, products, administrative procedures, policy data, benefit plans, and terminology
Excellent presentation, oral, written and interpersonal communications skills to effectively interact and negotiate with internal/external customers; ability to communicate with others in an antagonistic situation using appropriate interpersonal styles and methods to reduce tension or conflict and maintain professionalism in accordance with corporate standards
Ability to achieve results through team efforts, willingness to challenge established practices and draw relevant conclusions; ability to persuade, market and sell new ideas and the ability to lead, counsel and coach a diverse work group
Ability to work in a high pressure or changing environment, and exercise good judgment to resolve problems in the absence of formalized guidelines and procedures
Ability to identify, analyze and resolve business issues through solution-oriented projects
Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawks 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, Daltile, Durkan, IVC , Karastan, Marazzi, Mohawk, Mohawk Home, Pergo, and Quick-Step. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the worlds largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States
Job ID 2019-41251
FLSA Status Exempt
Job Group Customer Experience