Customer Service Team Lead

4 weeks ago

Rochester, New York, United States Floor & Decor Holdings, Inc. Full time
Job Summary:

The Customer Service Team Lead is a key member of the Floor & Decor team, responsible for managing a dynamic team of customer service associates. This role will oversee the processes relating to cashiering, returns, cash office functions, inventory management, e-commerce support, and provide customers with an exceptional shopping experience.

Key Responsibilities:
  • Direct 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)
  • 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 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
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:
  • Based on eligibility, our associates may opt into benefits coverage
  • 401k
  • Bonus opportunities at every level
Working Conditions:
  • While performing the duties of this job, the employee is exposed to a warehouse environment and moving vehicles
  • Potential car travel to other stores for support
  • Flexible hours to fit around your schedule
  • On the job training
  • Opportunity for advancement
  • Our people are our most important asset, and we pride ourselves in teamwork
  • 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

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