Customer Service Supervisor

Floor & Decor • Countryside, IL

6d

About The Position

The Customer Service Supervisor is a member of the store Junior Management Team and oversees customer service operations, including cashiering, product returns, and basic cash office functions. The role helps ensure every customer receives an exceptional shopping experience and trains, develops, and supervises Customer Service Associates. The position also supports store policies, scheduling, hiring, payroll, and business-planning processes.

The work is performed in a warehouse environment where employees may be exposed to moving vehicles. Noise is typically quiet to moderate. The position involves medium physical work, including lifting, carrying, pushing, or pulling objects with varying frequency and force.

Requirements

• At least one year of customer service or cashier supervisory experience, with a demonstrated ability to direct operations.
• Ability to perform in a high-volume, highly complex location.
• Ability to demonstrate initiative and work as a self-starter.
• Demonstrated proficiency in training associates.
• Excellent communication, delegation, follow-up, and analytical skills.
• Ability to exercise independent discretion and judgment while supervising in a fast-paced environment and adapting to change with a sense of urgency.
• Ability to exert 20–50 pounds of force occasionally, 10–25 pounds frequently, and up to 10 pounds constantly to move objects.
• Ability to use hands and fingers frequently to handle or feel objects; occasional standing, walking, reaching, climbing or balancing, stooping, kneeling, crouching, or crawling.

Responsibilities

• Provide direction to Customer Service Associates to ensure attentive and accurate customer service.
• Greet customers in a helpful and courteous manner.
• Follow company values, safe-lifting practices, and customer-service standard operating procedures.
• Process customer checkouts using the point-of-sale (POS) system.
• Process refunds and exchanges according to established guidelines.
• Open and close registers and follow cash, check, and charge-card acceptance procedures.
• Answer the telephone according to accepted guidelines.
• Stock and tag merchandise displays as required; create price tags and merchandise signs.
• Review and assess associate performance on a timely basis.
• Train, develop, supervise, and define workloads for associates.
• Monitor associate retention and career development and communicate ideas to the General Manager.
• Address and document unsatisfactory performance and policy violations through disciplinary action and performance counseling.
• Ensure compliance with scheduling, hiring, payroll, and business-planning processes.
• Monitor and maintain compliance with company policies, expectations, and systems.

Benefits

• Bonus opportunities and career advancement opportunities at every level.
• 401(k) with company match, subject to applicable terms.
• 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 and a personal holiday.
• Paid Volunteer Time Off starting on Day 1.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed