Connected Customer Supervisor

Floor & Decor•Knoxville, TN

About The Position

The Connected Customer Supervisor is a Floor & Decor supervisor responsible for managing a dynamic team of customer service associates. The position oversees cashiering, returns, cash office functions, inventory management, and e-commerce support, while helping provide customers with an exceptional shopping experience. Successful supervisors are described as team builders, customer service champions, detail-oriented and highly organized, and strong communicators and listeners. The supervisor leads customer service associates and connected customer specialists in front-end operations and inventory accuracy. Responsibilities include maintaining compliance with customer service procedures, managing inventory accuracy and movement, handling returns and exchanges, supporting customers with product selection, coordinating signage and pricing updates, and serving as a contact for e-commerce staff regarding in-store inventory availability. The role may require opening or closing the store and potential travel to other stores for support. The work takes place in a warehouse environment where employees may be exposed to moving vehicles. Noise is typically quiet to moderate. The role requires consistent lifting of 25 pounds or more and periods of standing, sitting, squatting, or other physical activity. Flexible hours and on-the-job training are mentioned, as are opportunities for advancement.

Requirements

At least one year of customer service or cashier supervisory experience, or four years of customer service experience.
High school diploma and/or GED.
At least two years of computer experience in a work environment.
Ability to lift 25 pounds or more on a consistent basis.
Ability to sit, squat, or stand for long periods; frequently stand, walk, reach with arms and hands, climb or balance, and stoop, kneel, crouch, or crawl.

Responsibilities

Direct Customer Service Associates and Connected Customer Specialists in front-end operations and store inventory accuracy.
Demonstrate understanding of and compliance with customer service standard operating procedures, including cashiering, credit, and close-out procedures.
Lead inventory management and accuracy throughout the store.
Process customer refunds and exchanges according to established guidelines.
Oversee signage updates and price changes for store SKUs.
Assist customers with product selection and answer product-related questions.
Partner with management to determine which products need SKUs, price changes, or returns.
Research inventory discrepancies and make appropriate adjustments in the inventory tracking system.
Review shipping and receiving documents for accuracy.
Audit inventory control, return-of-sale, and void reports.
Monitor incoming and outgoing truck logs.
Audit the customer merchandise storage area weekly according to standard operating procedures and resolve issues promptly with the CEM/Store Manager and Operations Manager.
Create and maintain store signage and pricing using the 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 standards.
Serve as a point of contact for e-commerce team members regarding in-store inventory availability.
Supervise inventory movement within the store.
Be available to open and/or close the store effectively.

Benefits

401(k), with company match noted in the Benefits & Rewards section.
Bonus opportunities.
Employee Stock Purchase Plan.
Referral Bonus Program.
Medical, dental, vision, life, and other insurance plans, subject to eligibility criteria.
Paid vacation and sick time for eligible associates.
Paid holidays plus a personal holiday.
Paid Volunteer Time Off starting on Day 1.
Flexible hours.
On-the-job training.
Career advancement opportunities.