Customer and Sales Success Manager - Phoenix, AZ - Shaw Industries Group, Inc.

Job Title

Customer and Sales Success Manager - Phoenix, AZ

Position Overview

Position Objective:

We are seeking a West Coast-based candidate, preferably in the Phoenix, AZ metro area. This position plays a pivotal role in ensuring the seamless delivery of exceptional customer experiences, requires strategic thinking and a strong background in customer service, team management, and process optimization. This position will oversee the daily operations of the Residential Customer Care team, drive performance excellence, and foster a customer-centric culture within the organization. 

Primary Responsibilities: 

• Manage a team of both salaried and hourly associates in a dynamic and fast-paced environment that manages a high volume of customer requests while focusing on the customer experience.  

• Provide coaching and development to achieve performance goals and exceed customer expectations 

• Responsible for management and support of roles that manage order lifecycle, from inception to delivery. 

• Order entry from all channels 

• Order and Inventory support 

• Escalation 

• Sales Support 

• Offering Solutions 

• Lead, motivate, and foster a collaborative and inclusive work environment ensuring a supportive atmosphere where everyone feels valued and heard.  

• Execute and ensure alignment and compliance with Shaw’s Residential Business Strategy, including following new customer profile expectations. 

• Drive the discovery, implementation, and execution of customer service-related supply chain solutions. 

• Ensure processes, procedures, systems, associates, and other resources are positioned and developed to provide an excellent Customer Experience. 

• Take ownership of complex customer issues to ensure timely and effective resolution 

• Adhere to approved budget 

• 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 to sales and marketing partners. 

• Help build and maintain a team culture that promotes transparency, invites accountability, drives performance, and that reflects the brands that we serve 

• Integrate the Shaw Way and Shaw's Leadership Imperatives and overall Talent Strategy throughout team 

• Monitor and manage key performance indicators to optimize team performance and customer satisfaction. (First call resolution, ASA, etc.  

• Ability to identify trends and partner with Residential Training Manager, Dept. Manager, and/or coach associates to improve. 

Position Requirements: 

• High School Diploma / GED and 2 years of customer service experience or Bachelor's degree.  

• Previous experience leading a team. 

• Demonstrated ability to champion Shaw’s vision, mission, core values, and core leadership competencies. 

• Possesses computer knowledge related to specific job functions. 

• Ability to travel domestically up to 10%. 

Preferred Position Requirements: 

• 4-year degree in Business related field.  

• Customer service, supply chain, planning, process improvement, and/or inventory management experience 

• Experience working with enterprise-wide order entry software and systems 

Competencies:  

• Demonstrate Customer Orientation 

• Innovate 

• Build successful Team 

• Facilitate Change 

Work Shift

8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM

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.