Director Customer Experience - Home Center Operations

Are you looking for more?
 

At Mohawk Industries, we’re committed to more – more customer solutions, more process improvements, more sustainable manufacturing and more opportunities for our team.

As a Fortune 500, global flooring leader with some of the best-known brands in the industry, Mohawk is a great place to start or develop your career with an emphasis on more of what’s important to you. Whether you want to lead more, innovate more, learn more or create more, you can find your more with Mohawk.

What we need:

Mohawk is looking for a Director of Home Center Operations who will serve as a high-level leader responsible for overseeing aspects of the Home Center Supply Chain function, including new program launches, warehouse capacity planning, delivery operations, compliance, order management, customer service, credit, and claims. This role involves strategic planning, team management, operational rigor, and ensuring the delivery of high-quality solutions that align with business goals and customer needs.

What you’ll do:

• Manages home center business order to cash process from receipt of order, through shipment or delivery, and financial reconciliation including the credit and claims function.
• Lead, mentor, and inspire a high-performing supply chain and customer experience management teams, promoting a culture of customer focus while simplifying internal processes.
• Collaborates with Home Center sales and business unit planning teams to ensure execution of the sales forecast and flawless launch of new programs including technology and infrastructure needs.
• Ownership of contractual home center customer contractual compliance, including supply chain documentation, delivery performance, and order management information flow.
• Drive initiatives to continuously improve and reduce waste from existing order management processes, embracing DMAIC methodology and automation technology.
• Lead, mentor, and inspire a high-performing supply chain and customer experience management teams, promoting a culture of customer focus while simplifying internal processes.
• Optimize logistics and distribution processes to ensure timely and cost-effective movement and delivery of goods.
• Dotted line responsibility of warehouses that impact Home Center good deliveries.
• Develop contingency plans to address potential challenges and supply chain disruptions.
• Manage portions of the supply chain and team budgets, ensuring effective cost control and adherence to financial objectives.
• Monitor and report on key performance indicators related to order management, delivery, compliance, and financial performance.
• Communicate effectively with internal stakeholders to address supply chain needs.
• Perform other duties as needed.

What you have:

• Bachelor’s degree in a related field.
• 10+ years’ relevant experience OR equivalent combination of education and experience.
• 5+ years of management experience.

What you’re good at:

• Developing proven team structure and processes that drive results.
• Solid understanding of broader organization context and goals.
• Able to delegate work effective to team members; ensures tasks are completed without micromanaging.
• Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations while preserving relationships.
• Focused on and responsible for their team's productivity and collective impact.
• Excellent communication, problem solving, and organizational skills.
• Able to multitask, prioritize, delegate, and manage time effectively.
• High level of integrity and discretion in handling sensitive and confidential people data.
• Proficient using Microsoft Office Suite products.
• High degree of professionalism, judgment, maturity, and resourcefulness in the absence of formalized guidelines and procedures.

What else?

• While we’re a primarily in-office team, we thrive on flexibility and ensuring our people can balance personal and professional time
• We’re located in a pretty great spot – check out this video to see what we mean.

Mohawk Industries is a 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, 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 world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don’t Work participant.