Connected Customer Manager

About the role

The Connected Customer Manager position is responsible for ensuring an exceptional experience for both customers and associates. This includes maintaining inventory, front end operations, hiring, onboarding, and training for all store associates. This role will be an integral part of the store leadership team by also providing a key conduit between the associate and their journey with Floor and Decor.

Successful Connected Customer Managers are customer service champions, entrepreneurial spirited, possess excellent communication and listening skills, strong leaders and mentors, and connected to the community.

Requirements

The minimum eligibility requirements for this role include a minimum of 3 years of retail/customer service management experience, including recruiting, hiring, and training associates, a high school diploma and/or GED, and a minimum of 3 years of computer experience in a work environment.

Essential Job Functions

• Manage all Customer Service Associates and Connected Customer Specialists related to the front end and inventory accuracy in the store
• Demonstrate a thorough understanding and compliance of all customer service-related standard operating procedures (cashiering, credit and close-out)
• Responsible for front end recruiting, hiring, onboarding, training, and development of associates
• Develop weekly schedules to ensure optimized store coverage
• Assist the CEM/Store Manager in handling store level human resources or loss prevention issues
• Responsible for reviewing and monitoring profit and loss statements to identify areas of operational improvement
• Ensure compliance to scheduling, hiring, payroll and business planning processes
• Drive inventory management and accuracy throughout the store
• Process customer refunds and exchanges according to established guidelines
• Oversee signage updates and price changes for store SKU’s
• Assist customers with product selection and answer product related questions
• Partner with management to determine which products need SKUs, price changes and need to be returned
• Research all inventory-related discrepancies and make appropriate adjustments in the inventory tracking system
• Review shipping and receiving documents for accuracy
• Audit reports including inventory control, return of sale, and void reports
• Monitor incoming and outgoing trucks logs
• Audit the customer merchandise storage area weekly in accordance with the Customer Storage standard operational procedures and timely resolve any issues with the CEM/Store Manager and Operations Manager
• Create and maintain store signage and pricing using Tags-On-Demand (TOD) mobile printing station
• Return products to the correct in store location after customer merchandise returns
• Clean and stock products according to Floor & Decor’s standards
• Point of contact for e-commerce team members to contact regarding inventory availability in the store
• Responsible for supervising inventory movement within the store
• Available to open and/or close store in an effective manner
• Manage associate development, engagement, performance and retention in support the Floor & Decor culture and business objectives

Benefits

• Bonus opportunities at every level
• 401k option for associates
• Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)
• Work-life Balance, Including Paid vacation and sick time for eligible associates
• Paid holidays plus a personal holiday
• Paid Volunteer Time Off that starts on Day 1

Working Conditions

While performing the duties of this job, the employee is exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.

Potential car travel to other stores for support. Flexible hours to fit around your schedule and schedule of deliveries. On the job training. Opportunity for advancement.

Physical/Sensory Requirements

Ability to lift 25 pounds or more on a consistent basis. Ability to sit, squat or stand for long periods of time. The employee is frequently required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.