Supports the development and execution of custom strategic accounts within Custom Client Solutions Customer Service. Manages a combined team of Project Administrators and Project Coordinators that are responsible for services and solutions that will reduce complexity, drive speed to service, increase order accuracy, yield value-added offerings, provide an effective control structure, and that will create an exceptional customer experience throughout the order-to-delivery process. With guidance from Custom Client Solutions Customer Service's Department Manager this position will work in collaboration with key stakeholders to ensure alignment with corporate objectives that will contribute to the key business outcomes of domestic market leadership, multiple segmented growth, and maximizing overall profit. Manages multiple custom segments along with custom rugs and carpet cove base team members which annually support $350M+ in business. A person holding this position must maintain an enterprise-wide perspective and possess a thorough understanding of the order-to-delivery process, internal policies & procedures, and system capabilities.
Manage a team of 20+ salaried associates in a dynamic and fast-paced environment that manages a high volume of customer requests
Manage activities surrounding call escalation and order management opportunities. Assist with problems elevated beyond the scope of Project Coordinators and Admins.
Establish and enforce policies specifically around large order quantities ( truckload orders, locker orders, etc.). Determine shipment requirements, assignment procedures, and follow-up practices to ensure effective use of inventory and resources.
Collaborate with Supply Chain Business Solutions and Commercial Sales Operations on all system controls, enhancements, functionality, and road map accounts.
Ensure alignment with all custom segment brand strategies
Build and maintain strong relationships at all levels with various stakeholders throughout the organization by being highly visible, professional, inclusive, and collaborative to extract value from the supply chain
Help build and maintain a team culture that promotes transparency, invites accountability, drives performance, and that reflects the brands that we serve
Possess a strong base of technical knowledge of both products and services provided by Custom Client Solutions, including but not limited to, product specifications, product composition (ie. fibers, backings), installation techniques, warranties, and testing.
Monitor, report, and make appropriate changes or recommendations in work groups and labor hours associated with agent productivity.
Evaluate customer and/or associate transactions and questions and provide appropriate coaching, problem resolution, and reporting.
Pull data to evaluate and report information relating to customer information and order and inventory positions.
Integrate Shaw's Leadership Imperatives and overall Talent Strategy throughout team
Find opportunities to build or strengthen relationships with Shaw customers in partnership with Commercial Sales & Marketing
Partner with Customer Service Training Team and Shaw Learning Academy to design technical and customer-centric training and development solutions for new hires, as well as, the ongoing needs of the team
Deliver Compelling Communication
Demonstrate Customer Orientation
Coach and Support
Build Trusting Relationships
Four-year degree AND 2+ years of business experience OR High School Diploma and 3-5 years of business experience in an organization of similar size and scope
Minimum 2 years of leadership experience with demonstrated ability to set goals, measure performance, and hold self and direct reports accountable within the last five years.
Demonstrated the ability to champion Shaw's core values, core competencies, vision, mission, etc.
Possesses critical thinking skills
Demonstrated strong verbal and written communication skills using telephone, video calling, text, fax, email and voicemail. , with people at all levels of the enterprise, in a clear and concise manner
Possesses computer knowledge related to specific job functions including systems such as Shawonlinelive, Glink/Vista, Salesforce.com, NSP Project, ShawNow.
Takes initiative, honors commitments, and takes responsibility for own actions or mistakes
Promotes change as necessary in a continually improving organization; is enthusiastic and optimistic in the face of change
Manages competing demands in a stressful environment
Experience working cross-functionally with various operational and administrative functions
Customer-oriented and focused (both internal and external)
Ability to travel <5%.
4-year degree in Supply Chain, Logistics, Engineering, or Business related field
Shaw Custom or Shaw Hospitality experience
Experience in Customer Service, Supply Chain, and/or Manufacturing experience
Experience working with enterprise-wide order entry software and systems
Hours: 8:00 am – 5:00 pm
8 hour, day shift
Shaw is an Equal Opportunity Employer and is committed to providing a workplace free of discrimination, harassment, and retaliation. It is our policy to recruit, hire, train, and promote individuals in all job classifications without regard to race, color, religion, age, sex, sexual orientation, national origin, disability, veteran status, gender identity, or any other legally protected status.
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