Customer Service Supervisor

The Customer Service Supervisor is responsible for overseeing and supporting all customer service-related functions across Flooring Liquidators store locations. This role ensures a high level of customer satisfaction by managing customer inquiries, resolving claims and escalations, coordinating material tracking, and providing operational support to store teams. The ideal candidate is proactive, solution-oriented, and experienced in managing customer service processes in a fast-paced retail or construction environment.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serve as the primary point of contact for escalated customer concerns, ensuring timely and effective resolution
• Manage and oversee customer claims, including product issues, installation concerns, and service disputes
• Partner with store managers and sales teams to resolve customer issues while maintaining company standards
• Track and monitor flooring materials, including special orders, back orders, and delivery timelines
• Communicate proactively with customers regarding order status, delays, and issue resolution
• Develop and implement customer service procedures, policies, and best practices
• Review and analyze customer service trends to identify opportunities for improvement
• Support stores with high-volume customer calls and complex service situations
• Ensure consistent communication and service standards across all store locations
• Maintain accurate documentation of claims, resolutions, and customer interactions
• Coordinate with vendors, installers, and logistics partners to resolve product and delivery issues
• Train and support store teams on customer service expectations and conflict resolution.
• Other duties as assigned.

• Analytical Thinking - Applies logic to solve problems and get the job done.
• Client Service - Responds to the clients and anticipates their needs.
• Conflict Resolution - Works to resolve differences and maintain work relationships.
• Decision Making - Makes decisions and takes responsibility for them.
• Empowers Others - Gives employees confidence and allows freedom to complete tasks.
• Ethics - Fosters a diverse and respectful workplace.
• Evaluation Skills - Evaluates according to accepted methodologies.
• Even Temperament - Controls emotions without retaliating against negative behavior.
• Excellent Communication - Uses language effectively to gather information and facilitate an exchange of ideas.

• Flexibility - Adapts to changes while remaining focused on goals and applies knowledge to new circumstances.
• Influence - Enlists the support and cooperation of others and encourages them to be proactive.
• Initiative - Remains proactive when suggesting improvements and solving problems.
• Interpersonal Relations - Exhibits respect and understanding of others to maintain professional relationships.
• Leadership - Establishes and guides a team effort that promotes a common goal.
• Management Skills - Possesses financial and people management skills, as well as the management of information.
• Persuasive Communication - Displays verbal and written communication that influences others.
• Problem-solving - Solves problems while ensuring rules and directives are followed.
• Project Management - Brings together every component of a project, including resources or planning, that are needed to complete it in a timely manner.

Supervisory responsibilities: All store-level employees: inside salespeople, outside salespeople,

estimators, warehouse, etc.

Work environment: Retail, store environment, may have a warehouse attached (heat/cold).

Physical demands: May need to lift up to 20 pounds.

Travel required: Minimal, less than 5%, may travel between store locations.

• High School Diploma, GED, or equivalent
• 3 years of customer service experience, preferably in retail or flooring.
• 3 years of supervisory or management experience
• Excellent communication skills
• Strong Computer Skills

• Roll Master experience.
• Bilingual (English/Spanish) is a plus.
• Hard surface flooring knowledge a plus
• 3 years of retail flooring experience
• Experience in working in the home improvement retail sector.