Customer Service Supervisor

Purpose

This position is responsible for the creative workflow process for cashiering, handling product returns, performing basic cash office functions, and providing every customer with an exceptional shopping experience. In addition, this position is responsible for training and developing Customer Service Associates.

• Act and work in a manner that is consistent with the company’s core values.
• Demonstrate a thorough understanding and compliance with the company’s safe lifting practices, standard operating procedures, and cashiering, credit, and close‑out procedures.
• Provide direction to all Customer Service Associates to ensure a highly attentive and accurate level of customer service.
• Greet every customer in a helpful and courteous manner, process customers at checkout using the point of sale (POS) system, and handle refunds, exchanges, checks, and charge card acceptance procedures.
• Open and close registers, answer the telephone according to accepted guidelines, and stock and tag merchandise displays and price tags.
• Review and assess the performance of associates, train, develop, supervise, and define associate workloads.
• Monitor associate retention and career development, communicate ideas to the General Manager, and address and document unsatisfactory performance through disciplinary action and performance counseling.
• Ensure compliance with scheduling, hiring, payroll, and business planning processes, and support company policies and systems.

• One year customer service/cashier supervisory experience and proven ability to direct operations.
• Ability to perform in a high‑volume, highly complex location and demonstrate initiative as a self‑starter.
• Proficiency in training associates, excellent communication, delegation, follow‑up, and analytical skills.
• Ability to exercise independent discretion and judgment in supervising a fast‑paced environment that adapts to change with a sense of urgency.
• Ability to work in a warehouse environment and lift, carry, and move objects as required.
• Compliance with the following policy: responsibilities and duties listed are considered essential and may be modified to accommodate individuals with disabilities.

While performing the duties of this job, the employee is frequently exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate. Physical and sensory requirements include the ability to exert 20–50 pounds of force occasionally or 10–25 pounds of force frequently. The employee is often required to stand, walk, reach, climb, or balance and to stoop, kneel, crouch or crawl as needed.

• Bonus opportunities & career advancement at every level.
• 401(k) with company match, Employee Stock Purchase Plan, and 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 that starts on Day 1.

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law. This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection, training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits, and all other privileges, terms and conditions of employment.

The policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.

This job description does not constitute an employment agreement between the employer and the employee, and is subject to change by the employer as the needs of the business and requirement of the job change.