Director- Commercial Customer Care

Job Title

Position Overview

Shaw Industries is hiring a Commercial Customer Care Director. The Commercial Customer Care Director is responsible for ensuring the Customer and Sales experience with the Customer Care group aligns with the Brand Promises of the Commercial and Turf businesses. This person reports to the VP of Customer Care AND has a very strong dotted line to the VP of Commercial Customer Experience who will both review performance and success criteria. This role will focus on communication clarity system enhancements and customer/sales facing processes to optimize profitability for the Commercial and Turf businesses. The Director will lead strategies for managing orders developing customer collaboration opportunities and enhancing experiences for both customers and the Shaw Sales Team.

Drive Strategy:

• Collaborate with the Commercial Customer Experience Director to create & achieve the vision of customer care that transforms and improves the experience for the Commercial and Turf leadership and sales teams.

• Develop plans to operate the group at an appropriate net cost of sales that helps Shaw remain competitive at the best service level.

• Drive and tracks key performance indicators to improve CX optimize costs and ensure accuracy.

Lead & Influence:

• Lead the Customer Service functions of approximately 130 Customer Service associates in multiple states and time zones for multiple businesses.

• Ensure accurate and timely of Commercial and Turf sales orders while minimizing and resolving any errors claims or customer complaints.

Effective Communication:

• Strategic focus on the Voice of the Customer and develop other feedback loops to understand and improve the Customer Experience while balancing the business needs.

• As opportunities are found and problems are being solved provide proactive and clear communication between Customer Care and our business partners including Sales so that we can provide consistent simple easy to use information to drive more engagement and trust in Customer Care.

Embedded Partnership:

• Collaborate daily with Commercial and Turf leadership sales category to ensure clear communication strategy and vision.

• Collaborate effectively with IT Financial Services Manufacturing and other ISC Departments.

Brand Specific Solutions:

• Working with Commercial CX leadership curates a specific experience unique to our brand promises that elevate Shaws standing with the customer and enables our sales teams to be more effective.

• Promote collaboration between the Commercial/Turf business and Shaw Marketplace groups to encourage sales of products into markets where our regular sales teams cannot service as well.

Leverage Technology & Data:

• Drive digital transformation implement AI and automation enhancements and increase operational efficiency through data driven decisions that specifically advantage our Commercial and Turf businesses while considering the whole Customer Service environment and shared services.

• Translate data into insights that drive measurable service improvements utilizing Genesys Salesforce other selfservice initiatives and through KPIs such as Sentiment Score Repromise Reduction and Sample Cutoff goals.

Areas that report to this position:

• Commercial Turf and NSP Customer Care and Training Department

• Frontline Support Client Solutions International Hospitality Commercial Concierge and Training

Required Competencies

• Ensure Customer Centric Approach

• Drive

• Make Effective Decisions

• Demonstrate Inclusive Leadership

• Drive Innovation

• Deliver Compelling Communication

• Demonstrate Strategic Influence

• Lead Change

Requirements:

• Bachelors degree with 5 years progressive leadership experience.

• 3yrs Experience in Customer Service CX and/or Supply Chain preferred.

Work Shift

Shaw Industries is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race color sex gender identity religion sexual orientation national origin disability genetic information pregnancy protected veteran status or any other protected characteristic as outlined by federal state or local laws.