Pro Services Supervisor

Purpose:  The PRO Services Supervisor is responsible for developing and maintaining positive relationships with Professional Contractor customers (PROs) who rely on Floor & Decor to make a living. The PRO Services Supervisor will ensure regular follow-up is being initiated with PRO customers to assess their satisfaction with all Floor & Decor PRO Premier services and benefits, and to identify any additional business opportunities to meet and exceed sales and service goals.  

Minimum Eligibility Requirements:

• 1-2 years of leadership or management experience
• 3 years sales and business development experience
• Knowledge of hard surface flooring and installation materials and techniques preferred
• Must present excellent customer service skills and be results oriented
• Proficient in basic mathematical skills
• Must be self-motivated and able to multi-task in a fast-paced environment
• Excellent verbal, written, and interpersonal skills
• Basic computer knowledge, including Microsoft Office suite

Essential Job Functions:

• Have a complete understanding of the PRO Services Blueprint and train each PRO associate on how to best execute the Blueprint and PRO priorities
• Participate in store daily huddles, trainings, and new hire orientation to drive a store culture focused on servicing the PRO customer, and teach how to identify PRO shopping in the store by asking the “magic question”
• Train, develop, and coach a dynamic and motivated PRO Services Team to serve the PROs with a high level of service to build trust, strong relationships and loyalty.
• Drive PRO sales through designated store sales strategies, engaged customer follow-up, and continual review and follow-up on new PRO leads
• Have a complete understanding of and conduct a daily review of the PRO Salesforce dashboard, and assign follow-up tasks to the PRO team members to align with the One New PRO, One Best PRO, and One Lost PRO strategy
• Manage all daily and weekly tasking assigned to the PRO Services Specialists as outline in the PRO Daily Rhythm
• Prospect for new clients though a variety of techniques, including CRM-Salesforce follow-up tasks, follow up and introductory telephone calls, in-store sales, and occasional outside sales / marketing efforts.
• Partner with Design, Commercial, and Marketing departments to maximize efforts on leads and contacts
• Host or participate in trade association events, trainings, and trade shows, and assist in other PRO promotional events.
• Analyze local market to identify market opportunities, prospective companies, and associated buyers
• Follow-up on referrals and self-generated leads to identify buyer influences and any timing issues
• Partner with Regional Account Managers (RAMs) on potential commercial sales clients
• Monitor prospects’ contract calendars and update reports on status of leads
• Manage orders for PRO customers from quote to delivery to ensure satisfaction through purchasing journey
• Connect regularly with new clients to assess level of satisfaction with services and develop a strong list of best PRO customers.
• Work with PRO Customers to educate them on the technology and value of Installation Material products offered and work to overcome objections of not completing their project. 
• Present PRO Premier benefits and services to prospective clients through executing the PRO Tour and using designated marketing materials.
• Responsible for PRO Desk (in this case) maintenance and maintaining company visual standards
• Perform other duties as assigned

Working Conditions (travel & environment)

• Limited travel may be required by car
• While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.

PHYSICAL/SENSORY    REQUIREMENTS

Medium Work – Ability to exert 20-50 pounds of force occasionally, and/or 10-25 pounds of force frequently, and/or greater than negligible up to 10 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 occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Note:  Floor &am