Mohawk Industries

Customer Support

• Develop and implement a comprehensive customer experience strategy aligned with overall business goals
• Collaborate with executive leadership to integrate customer-centric principles into the broader organizational strategy
• Analyze and map the end-to-end customer journey, identifying pain points and opportunities for improvement
• Establish and drive implementation of the technology roadmap for the CX Team
• Implement strategies to enhance customer touchpoints and streamline the overall customer experience
• Utilize data and analytics to track and measure customer satisfaction
• Serve as the voice of the customer within the organization
• Lead and inspire a high-performing customer experience team
• Foster a customer-focused culture within the organization

Senior Director, Customer Experience – Residential

Operations

• Managing store operations and personnel to ensure activities are performed in accordance with company policies and procedures.
• Achieves revenue, budget and other business objectives for each fiscal year.
• Develops business relationships with key customers within the store coverage area.
• Clearly defines goals and objectives for SSC personnel to measure performance and communicates these objectives to the staff regularly.
• Provides leadership and direction in the pursuit of store objectives with employees.
• Communicates and works closely with customers to maximize market penetration and margin potential.
• Develops and implements strategic plans to accommodate corporate goals.
• Advises customers on product selection, pricing, and sales volume and continues to build customer relations.
• Analyzes and controls expenditures of SSC to conform to budgetary requirements.
• Analyzes sales reports showing sales volume, profit loss (EVA), and margins utilizing the “on Demand” reporting process.
• Ensures prudent credit transactions and manages account collections.
• Participates in the planning process by providing accurate, achievable sales forecasts.
• Aligns achievements with corporate goals, standards, and objectives.
• Communicates the safety program goals and expectations and ensures associates are properly trained in the Safety program.
• Trains, leads, and develops associates in areas of customer service, order management, purchasing, warehouse duties, office administration, truck management, and system processes.
• Cross-trains on all areas of SSC operations: customer service, warehouse, and office administration duties.
• Assists where necessary.
• Recruits, hires, and manages SSC staff associates including daily support, direction, as well as ongoing performance management and development.
• Manages store metrics to ensure performance.
• Maintains store KPI’s to meet audit expectation requirements.
• Ensures compliance with Human Resource policies, including hiring, firing, performance management, and DOT compliance.
• Performs other related duties as required.

Sales Center Operations Manager

Human Resources

• Mohawk is looking for our 'leaders of tomorrow' to join our leadership development program!
• You will be an integral part to our Flooring North America Human Resources team and will rotate through different functional areas in this field.

Human Resources Associate – ASPIRE LDP

• Act as a point of contact for employee relations matters, addressing concerns and providing guidance.
• Facilitate conflict resolution and foster a positive workplace culture.
• Maintains an intimate understanding of the organization departments and the business to build positive and productive relationships between all employees and leadership.
• Ensure legal compliance by monitoring, communicating, and interpreting applicable HR federal, state, and company requirements, laws, and regulations.
• Assist in the performance management process, including goal setting and performance reviews.
• Provide guidance to managers and employees on performance-related matters.
• Facilitate the administration of the company’s diverse compensation programs that includes both exempt and non-exempt employees.
• Keep HR management informed and seek direction and advice from management on more complex and controversial issues.
• Conduct exit interviews and analyze data to identify trends and areas for improvement.
• Provide feedback to management based on exit interview findings.
• Facilitate the implementation of small-scale HR projects, events, and programs.
• Analyze trends and provides summary reports to management.
• Serve as a trusted HR advisor to employees and managers, providing guidance on HR-related matters.
• Stay informed about HR trends and best practices.
• Provide counsel to managers and employees regarding company policies, procedures, career development, and workplace issues.
• Advises managers on the interpretation of employment law.
• Perform other duties as needed.

Human Resources Generalist

• Assists HR function by coordinating and supporting HR processes and programs
• Supports defined functional areas within HR in all areas of administrative services and special projects as needed
• Research confidential employee data and run reports as needed
• Codes invoices and processes payment as required for defined areas of support
• Research questionable invoices as necessary
• Provides basic administrative support, i.e., maintaining calendars, scheduling meetings, arranging travel, auditing expense reports, ordering supplies/catering, answering phones, opening & distributing mail, drafting communications and presentations, etc.
• Maintains document control of forms, policies, and procedures
• Plan and coordinate HR related events
• Maintain facility organization charts and employee directory
• Review payroll/timekeeping processes
• Process forms and maintain records, including paper and electronic HR files, unemployment claims, employee service rewards, and other documents
• Provide first line of support for HR systems and processes
• Answer or refer employees to available resources for HR policy-related questions
• Receive, distribute, and complete Department of Labor unemployment-related documents
• Perform other duties as needed

Senior Director, Customer Experience – Residential

Sales Center Operations Manager

Human Resources Associate – ASPIRE LDP

Human Resources Generalist

Senior HR Coordinator