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Requisition ID:  58392

Sr. Director Customer Experience - Commercial



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 Sr. Director Customer Experience – Commercial to develop, implement and direct customer experience strategy in support of the Commercial business unit for Mohawk Flooring North America. This role will provide strategic leadership and direction for the execution of pre and post-sale services throughout the entire order process which includes the functions of customer service, financial services and accounts receivable. 


What you’ll do:

  • Serve as a member of the Commercial Leadership Team and build effective relationships with key stakeholders in product management, manufacturing, sales & marketing, logistics, IS, etc. to align on business strategy and drive operational excellence
  • Provide vision, mentoring, and leadership to grow and develop a team of Sr. Managers, Managers, Supervisors and Leads to perform at a high level
  • Serve as a functional stream lead to support the design, testing, training and implementation of major ERP and CRM enhancements
  • Ensure efficiency and accuracy of cash application (AR) processes for all of Mohawk FNA (approximately $3B in annual customer payments)
  • Oversee financial services team, policy and procedures to minimize credit risk or financial exposure and to ensure timely collection of customer payments in the most efficient manner
  • Evaluate and facilitate changes to business processes and workflow to deliver maximum productivity at minimized cost


What you have:

  • Bachelor's degree
  • Knowledge of and experience with call center technologies (phone switch, e-mail applications, workforce management tools, monitoring technology, etc.)
  • 10+ years of progressively responsible customer service experience or related leadership experience
  • 5+ years of experience in customer service management in a complex business environment
  • Approved combination of education and training which provide the required knowledge, skills, abilities, and managerial acumen to perform the essential functions of the job, combined with demonstrated professional growth and achievement


What you’re good at:

  • Being a role model for others in the department by retaining a positive attitude, professionalism and inclusive mindset
  • Achieving results through team efforts, challenging established practices and drawing relevant conclusions 
  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Understanding and leveraging technology to streamline operations, reduce costs, deliver an outstanding customer experience and drive process improvements 
  • Communicating and negotiating effectively with internal and external customers
  • Creating a vision of future needs for the department from an internal, sales support and customer support viewpoint and transforming this vision into goals and work plans for the team to achieve


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.

Nearest Major Market: Calhoun

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