Connected Customer Manager

Floor & Decor; Los Angeles (CA); On-site; Full time

Job summary

A leading company in the home improvement industry is seeking a Connected Customer Manager in Los Angeles. The role emphasizes customer service and managing store operations, including hiring and training. Candidates should have significant retail experience and a strong leadership presence, ensuring an exceptional experience for both customers and associates.

Benefits

401k option for associates

Bonus opportunities at every level

Career advancement opportunities

Qualifications

• Minimum of (3) years retail/customer service management experience, including recruiting, hiring, and training associates.
• Proficiency in computers as the job requires a minimum of (3) years computer experience in a work environment.

Responsibilities

• Manage all Customer Service Associates and Connected Customer Specialists related to the front end and inventory accuracy.
• Responsible for front end recruiting, hiring, onboarding, training, and development of associates.
• Assist the Store Manager in human resources or loss prevention issues.

Skills

Customer service

Leadership

Communication

Education

High school diploma and/or GED

Job description

Pay Range

$20.50 - $40.70

Purpose:

The Connected Customer Manager position is responsible ensuring an exceptional experience for both our customers and associates. This includes maintaining inventory, front end operations, hiring, onboarding, and training for all store associates. This role will be an integral part of the store leadership team by also providing a key conduit between the associate and their journey with Floor and Decor.

Successful Connected Customer Managers Are:

• Customer service champions
• Entrepreneurial spirited
• Possess excellent communication and listening skills
• Strong leaders and mentors
• Connected to the community

Minimum Eligibility Requirements:

• Minimum of (3) years retail/customer service management experience including recruiting, hiring, and training associates
• High school diploma and/or GED
• Minimum of (3) years of computer experience in a work environment

Essential Job Functions:

• Manage 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)
• Responsible for front end recruiting, hiring, onboarding, training, and development of associates
• Develop weekly schedules to ensure optimized store coverage
• Assist the CEM/Store Manager in handling store level human resources or loss prevention issues
• Responsible for reviewing and monitoring profit and loss statements to identify areas of operational improvement
• Ensure compliance to scheduling, hiring, payroll and business planning processes
• Drive 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
• Manage associate development, engagement, performance and retention in support the Floor & Decor culture and business objectives

This position description is intended to describe the general nature and level of work being performed by people assigned to this job. It is not intended to be inclusive of all duties and responsibilities and is subject to change at any time.

Benefits offered

• Based on eligibility our associates may opt into benefits coverage.
• 401k option for associates
• Bonus opportunities at every level

W orking Conditions (travel & environment)

• While performing the duties of this job, the employee is exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.
• Potential car travel to other stores for support.
• Flexible hours to fit around your schedule and schedule of deliveries
• 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 a 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. The employee is frequently required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Note: Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Additional Essential Job Functions

• Maintain the integrity of the Company’s business operations and reputation as well as compliance with its policies and procedures, including the handling of confidential information, currency, and other forms of payment.
• Contribute to a safe and secure work environment for our associates, customers, other third-parties with which we do business, and Company property.

Qualified applicants with criminal histories, such as arrest or conviction records, will be considered for employment in accordance with the L os Angeles County Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, the California Fair Chance Act, and any other applicable law

Store Hours

Monday - Friday 7:00 AM - 8:00 PM

Saturday 8:00 AM - 7:00 PM

Sunday 10:00 AM - 6:00 PM

Pickup Hours

Monday - Friday 7:00 AM - 7:00 PM

Saturday 8:00 AM - 7:00 PM

Sunday 10:00 AM - 6:00 PM

Benefits & Rewards

• Bonus opportunities at every level

• Career advancement opportunities

• Relocation opportunities across the country

• 401k with discretionary company match

• Employee Stock Purchase Plan

• Referral Bonus Program

• A personal holiday and Volunteer Time Off program

• Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

Equal Employment Opportunity

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 for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.