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Vice President Of Customer Care

Company

Shaw Industries Group, Inc.
Address , Dalton, 30721, Ga
Employment type FULL_TIME
Salary
Expires 2023-07-25
Posted at 1 year ago
Job Description
Job Title
Vice President of Customer Care
Position Overview
The primary role of the VP of Customer Care is to efficiently and effectively lead the Customer Care team to deliver a positive, memorable order-to-delivery customer experience that creates preference and repeat profitable business for Shaw. The role oversees the transactional management of customer orders, development and execution of customer collaboration opportunities for joint value creation, and improvements in customer experience. This position plays a key role in the order-to-cash process.
Interactions:
Lead and influence VP and Director level partners in each area of our company. Including credit, claims, sales, manufacturing, integrated supply chain & accounting to improve the Customer Experience in a way that is profitable and influences a Customer Centric Growth Mindset.
Oversees:
  • Leadership of approximately 400+ Customer Service associates in multiple states and time zones for multiple businesses.
  • Management of a multimillion-dollar labor budget & systems. A budget of $36M in labor, systems, etc.
  • Curating a digital experience that elevates the Shaw’s standing with the customer while communicating information as required from the end-to-end supply chain.
  • Transactional execution of all sales orders for the company with minimal errors, claims, or customer complaints: ~ $6.5B for each business unit and multiple entities.
Areas that report to this position:
  • Shaw Marketplace & Shaw Company Store (~$90M revenue)
  • Digital Commerce and Solutions Leadership
  • CSR Operations Managers/Directors
  • Residential, Commercial, Specialty, Turf and TotalWorx Customer Service leaders.
General Responsibilities:
  • Develops goals and objectives for Customer Care that align with Corporate and Divisional objectives. Provide the company with a Customer Health review on a regular basis.
  • Leverage automation & outsourced partners to minimize costs and improve quality of service and ‘screen time’ for customers and sales reps.
  • Enable high quality of earnings goals by utilizing Inside Sales, Shaw Company Store and Shaw Marketplace groups to sell product into markets where our regular sales teams cannot service as well.
  • Lead, adjust and develop strategy for a Customer Care team that provides a World Class customer experience to drives customer preference to Shaw
  • Develops plans to operate the group at an appropriate net cost of sales that helps Shaw remain competitive at the best service level.
  • Ensure a brand specific and unique customer experience for each of Shaw’s businesses and customers as required by our brand standards.
  • Ensure clarity and proactive 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.
  • Develop feedback loops to understand the Customer Experience and learn from the voice of the customer to improve CX. Expectation is to have the industry leading competitive advantage in ICC for all business units.
  • Create systems, procedures, and metrics to support a good customer and associate experience.
  • Prioritizes and develops a simple, industry leading digital experience for our Customers AND our Sales teams to use.
Requirements:
  • 4 year Bachelor’s degree with 10+ years progressive leadership experience.
  • Experience in Customer Service and/or Supply Chain preferred
Required Competencies:
  • Ensure Customer Centric Approach
  • Encourage Innovation
  • Drive Execution
  • Exercise Business acumen
  • Demonstrate Strategic Influence
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.