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Customer Experience Manager in MilpitasCalifornia.

Floor & Decor is like no other flooring company. Founded in 2000 in Atlanta, we have quickly become one of the country’s leading flooring retailers, with dozens of stores nationwide – and more to come. A strong entrepreneurial spirit flows through our young company.

 Time, Talent & Teamwork.

The remarkable success we have enjoyed could not have happened without the time, talent, and teamwork of our extremely dedicated associates. Working with equal amounts of passion and grit, we’ve become the “category killer of flooring” by revolutionizing the way people buy flooring. Our customers enjoy the largest in-stock selection of tile, wood, stone, and flooring accessories at prices no one can beat.

Opportunities to advance.

To continue our amazing growth, Floor & Decor is actively seeking gifted people with a solid work ethic and a real passion for helping others. Are you ready to make a difference at a truly groundbreaking company?

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Customer Experience Manager

Milpitas | California | United States | 95035

It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.

We are committed to our associates and customers.  This makes our business successful.

If you love working with a great group of people and desire the opportunity to grow, this is the place for you.

Purpose
The Customer Experience Manager is responsible for driving an exceptional shopping experience for every customer through established company guidelines relating to sales, customer service, and associate education. This position also ensures the store is a safe workplace and provides a safe shopping experience, while maximizing company profitability by managing store operations.

Minimum Eligibility Requirements
High school graduate or equivalent, College degree preferred
3-5 years retail management experience and proven ability direct operations
Ability to perform in a high volume, highly complex location
Ability to demonstrate initiative and be a self-starter
Demonstrated proficiency in recruiting, hiring, and training associates
Excellent communication, interpersonal and analytical skills
Ability to exercise independent discretion
Judgment in managing a fast-paced environment adapting to change with a sense of urgency
Must possess excellent customer service skills and work well under pressure

Essential Functions
Customer Experience
Deliver exceptional customer service to every customer picking up and checking out
Ability to improve customer service experience and create engaged customers
Responsible for assisting with customer concerns and helping meet resolution
Assist the Chief Executive Merchant (CEM) in supporting, modeling, and enhancing seamless customer service focus by creating an environment that is friendly, helpful, knowledgeable and quick for customers and co-workers
Supervise the cashing handling practices and ensure necessary communications to the corporate finance department
Ensure maximum scheduling coverage for Customer Experience team especially during peak traffic periods
Handle claims and other King Customer Manager (KCM)/Manager on Duty (MOD) duties as needed
Stay current on industry developments and apply best practices to areas of improvement

Operations
Demonstrated ability to read and review a profit and loss statement to identify areas of improvement
Demonstrated ability to utilize computer and point of sale systems to maintain accurate inventory and manage the cycle count process
Maintain inventory integrity by supervising the cycle count and inventory counting processes
Direct/supervise truck appointments, communicate scheduling and manage scheduling issues (logistics)
Assist with customer pick-ups, auditing storage and maintaining pre-sales/FDX
Involved in sales reset in accordance with warehouse team (pack-out/overnight)
Coordinate facility management to guarantee the safety and security of customers and employees
Assist the CEM with budgeting controllable expenses and driving profitability
Ensure brand standards and operating standards meet or exceed expectations to support brand consistency
Ensure store presentation standards are achieved and maintained

Administrative
Record-keeping and reporting of inventory, HR related matters and cash office records
Ensure web orders are shipped out including samples (e-commerce)
Manage checkbook for P&L and assist the CEM with operational budget/spending and adherence
Assist the Sales Managers with resets, displays and display credits (merchandising)
Administer W/C matters and associated claims and maintains OSHA logs in coordination with the Store Support Center

Supervisory
Train, develop, supervise and define workload for Customer Experience team
Conducts new hire orientation for incoming store associates
Ensure store adheres to COP/SOPs
Monitor associate retention and career development; communicate ideas to CEM
Address and document unsatisfactory performance and policy violations of associates through administration of disciplinary action and performance counseling
Ensure compliance to scheduling, hiring, payroll and business planning processes
Monitor, maintain and follow company policies; support company expectations and systems
Available to open and/or close the store in an effective manner
Perform additional managerial duties as necessary

Working Conditions (travel, hours, environment)
Occasional travel may be required including air and car travel

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/Sensory Requirements
Physical Work – Ability exert 30 – 60 pounds of force occasionally, and or 20-30 pounds of force frequently, and/or greater than negligible up to 20 pounds of force constantly to lift, carry push, pull, or otherwise move objects. The employee is often required to use their hands and fingers, to handle or feel. The employee is frequently required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Equal Employment Opportunity:

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable 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.

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WHY WORK FOR US?


Floor & Decor is like no other flooring company. Founded in 2000 in Atlanta, we have quickly become one of the country’s leading flooring retailers, with dozens of stores nationwide – and more to come. A strong entrepreneurial spirit flows through our young company. The remarkable success we have enjoyed could not have happened without the time, talent, and teamwork of our extremely dedicated associates. Working with equal amounts of passion and grit, we’ve become the “category killer of flooring” by revolutionizing the way people buy flooring. Our customers enjoy the largest in-stock selection of tile, wood, stone, and flooring accessories at prices no one can beat.

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