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Customer Service Team Lead

2 months ago

Savannah, Georgia, United States Floor & Decor Holdings, Inc. Full time
Job Title: Customer Service Team Lead

About the Role:

The Customer Service Team Lead is a key position within our team at Floor & Decor Holdings, Inc. This role is responsible for overseeing the customer service operations, ensuring that customers receive an exceptional shopping experience. The successful candidate will have a strong background in customer service, inventory management, and team leadership.

Key Responsibilities:

  • Direct and manage a team of customer service associates and inventory specialists.
  • Demonstrate a thorough understanding and compliance of customer service-related standard operating procedures.
  • Lead inventory management and accuracy throughout the store, ensuring that products are properly stocked and displayed.
  • Process customer refunds and exchanges according to established guidelines, maintaining a high level of customer satisfaction.
  • Oversee signage updates and price changes for store SKUs, ensuring accuracy and efficiency.
  • Assist customers with product selection and answer product-related questions, providing expert knowledge and recommendations.
  • Partner with management to determine product needs and returns, analyzing sales data and inventory levels.
  • Research and resolve inventory-related discrepancies, ensuring that products are accurately accounted for.
  • Review shipping and receiving documents for accuracy, maintaining a high level of attention to detail.
  • Audit reports, including inventory control, return of sale, and void reports, identifying areas for improvement.
  • Monitor incoming and outgoing trucks logs, ensuring that products are properly received and stored.
  • Audit the customer merchandise storage area weekly, maintaining a high level of organization and cleanliness.
  • Create and maintain store signage and pricing using Tags-On-Demand (TOD) mobile printing station, ensuring accuracy and efficiency.
  • Return products to the correct in-store location after customer merchandise returns, maintaining a high level of customer satisfaction.
  • Clean and stock products according to Floor & Decor's standards, ensuring a clean and organized store environment.
  • Serve as a point of contact for e-commerce team members regarding inventory availability, providing expert knowledge and recommendations.
  • Supervise inventory movement within the store, ensuring that products are properly stocked and displayed.
  • Be available to open and/or close the store in an effective manner, ensuring a smooth and efficient operation.

Requirements:

  • Minimum of 1 year of customer service/cashier supervisory experience or 4 years of customer service experience.
  • High school diploma and/or GED.
  • Minimum of 2 years of computer experience in a work environment.

Benefits:

  • Bonus opportunities at every level.
  • Non-traditional retail hours.
  • Career advancement opportunities.
  • Relocation opportunities across the country.
  • 401k with discretionary company match.
  • Employee Stock Purchase Plan.
  • Referral Bonus Program.
  • 80 hours annualized paid vacation (full-time associates).
  • 4 paid holidays per year (full-time hourly store associates only).
  • 1 paid personal holiday of associate's choice and Volunteer Time Off program.
  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria).

Working Conditions:

  • Warehouse environment and moving vehicles.
  • Quiet to moderate noise level.
  • Potential car travel to other stores for support.
  • Flexible hours to fit around your schedule.
  • On-the-job training.
  • Opportunity for advancement.
  • Diverse perspectives and experiences are vital to our success and Floor & Decor is committed to creating an inclusive culture.

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.
  • Frequently required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.