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: