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Floor Coverings Operations Manager
1 week ago
**About Floor Coverings International, Ltd.**
Floor Coverings International, Ltd. is a leading mobile flooring company in North America. With over 275 locations across the United States and Canada, our unique shop-at-home model allows customers to get perfect new floors without leaving their home. Our 400,000+ customers give us an average of 4.8-star rating.
Job Summary:
We are seeking an experienced Operations Manager to join our team at Floor Coverings International, Ltd. The successful candidate will be responsible for managing customer relationships, scheduling appointments, and ensuring smooth operations within the office.
Key Responsibilities:
- Customer Management:
- Develop trust with customers by living our Core Values all day and every day.
- Create raving fans by providing extra mile service.
- Convert leads to appointments by scheduling appointments for the sales team.
- Follow up on open proposals as needed.
- Keep showroom and office organized and presentable.
- Assist in development, management & delivery of local marketing tactics.
- Resolve customer conflicts.
- Marketing:
- Ensure customers feel cared for by providing extra mile service by going above and beyond expectations.
- Strengthen emotional connections with customers and the community by engaging in the community and making it fun.
- Support and participate in home shows.
- Support and implement local marketing efforts as needed.
- Operations (Production):
- Meet with sales staff weekly to discuss recent sales and review customer expectations and product orders.
- Order all products needed for jobs accurately and follow up on delivery.
- Schedule the job to meet the schedule of customer and installers.
- Communicate with installers and customers on start dates and times.
- Update the customer with ongoing details of installation and job progress.
- Discuss and obtain written permission for any changes in contracted work.
- Confirm scope of work and compensation with installers prior to start of job.
- Update Salesforce/production board daily with status of job and upcoming schedule.
- Financials:
- Complete the job costing form with the pertinent details as a job is landed and produced.
- Accurately update QuickBooks daily for all income and expenses.
- Track, prepare and manage timely payment of business-related expenses.
- Continuous Improvement:
- Attend weekly meetings with Franchise Owner at scheduled time.
- Submit GS&R Prep form weekly via email.
- Work weekly and monthly to meet goals.
- Be available to attend training seminars at owner's discretion.
- Make decisions and act in accordance with Floor Coverings International's core values and mission.
