Floor & Decor

Customer Support

• Connecting with customers primarily through email to resolve customer concerns submitted through our website.
• Responding to internal email requests submitted by Store Leaders and Store Associates.
• Following up on all email cases submitted by Internal Phone and Chat Specialists to ensure resolution.
• Providing assistance and following up with customers who initially reached out via Live Chat but, due to availability, submitted their requests via email.
• Acting as the first point of contact for most customer issues and ensuring timely escalation to other departments as needed.
• Communicating with customers and employees in a friendly, respectful, and professional manner.
• Listening attentively to customer needs and concerns, demonstrating empathy, and maximizing opportunities to build rapport.
• Supporting customers in a courteous, friendly, and professional manner while adhering to Quality and KPI guidelines.
• Resolving all customer concerns within 48 hours, with the first customer communication occurring within 24 hours.
• Taking ownership of customer issues through resolution in real time or via timely follow-up by utilizing available tools and resources.
• Accurately documenting customer accounts, orders, and Salesforce cases to ensure complete information is available for issue resolution.
• Participating in activities designed to improve customer satisfaction and business performance.
• Following communication procedures, guidelines, and company policies.
• Offering additional products and services when appropriate.
• Collaborating with the management team to stay up to date on new products, services, and processes.
• Collaborating with cross-functional teams to escalate customer-impacting issues.
• Processing orders and managing orders as needed.
• Providing Sales Recovery whenever possible rather than simply canceling customer orders.
• Striving to resolve customer issues during the first interaction through proactive problem-solving.

Customer Service Specialist – Case Management

Manager

• Driving the development of company-wide product category strategies to maximize sales and margin, ensuring Floor & Decor remains the industry leader.
• Leading efforts to achieve budgeted sales and margin targets.
• Partnering collaboratively with the Chief Executive Merchants, Division Vice President, and Regional Merchandising Vice President to maximize product mix strategies.
• Serving as the resident industry expert, maintaining deep technical knowledge of products, industry dynamics, vendors, competition, and emerging trends to inform regional and corporate planning.
• Assessing industry trends to provide the strategic guidance necessary for short- and long-term business planning.
• Championing the performance management of multiple product categories to successfully meet and exceed financial targets.
• Designing and implementing category-specific space productivity plans aimed at maximizing sales and gross margin.
• Collaborating closely with the Division Vice President and Regional Merchandising Vice President to identify area-specific product needs and sharing them with the merchant team for strategic sourcing.
• Managing profitability and New Product Introductions (NPI) by partnering with Chief Executive Merchants and the inventory team on seamless transition plans and product exit strategies.
• Mentoring, training, and developing store associates to elevate team performance.

District Merchandise Manager

Inside Sales

• Daily performing Quick Quote Estimates for customers and converting leads into completed countertop sales
• Daily soliciting and closing sales by making phone calls to follow up and convert leads generated through the proprietary Quick Quote Estimate tool
• Managing customer orders and partnering with internal and external teams to address questions, resolve issues, and facilitate the order process in a timely manner
• Maintaining strong organizational and follow-up skills to consistently manage projects, track information, close sales, and provide program feedback
• Utilizing and managing Floor & Decor applications including the Proprietary Orders Portal, Quick Quote Estimator, and POS system
• Collecting customer payments, finalizing sales, tracking required paperwork, and ensuring completed sales are properly closed and delivered
• Monitoring and communicating sample replenishment needs to vendors for stores and Product Review Centers while assisting with purchase orders for new stores and assortment updates
• Attending conference calls and training sessions to relay information to store teams and maintaining consistent communication in support of company goals
• Meeting and exceeding established sales and performance goals

Kitchen and Bath Inside Sales Specialist

Account Manager

• Driving B2B sales across your assigned region, focusing on builders, developers, designers, and contractors
• Developing and managing project pipelines from lead to close—sourcing, bidding, tracking, and ensuring successful execution
• Building deep market awareness and long-term client relationships through in-person visits and networking
• Collaborating with store-level PRO teams to drive success
• Managing pricing, RFPs, and contracts, and using Salesforce (CRM) to stay organized and in control

Customer Service Specialist – Case Management

District Merchandise Manager

Kitchen and Bath Inside Sales Specialist

Regional Commercial Sales Account Manager