Job Summary:
Responsible for managing flooring orders from intake through installation, ensuring accurate processing, material coordination, and excellent customer service. This role serves as a key link between customers, account managers, warehouse teams, and installers while maintaining detailed reporting and data accuracy.
Bilingual is a Plus ( Spanish & English)
Key Responsibilities:
- Manage high-volume inbound calls and customer inquiries related to flooring products, installations, and order status
- Accurately enter, update, cancel, and reschedule flooring orders in ERP systems
- Create and process pick tickets, work orders, diagrams, and installation documentation
- Verify product details including flooring type, measurements, materials, pricing, and installation requirements
- Ensure all next-day installation orders are complete with pick tickets, work orders, diagrams, and materials ready for installers
- Coordinate with sales representatives, warehouse teams, and installers to ensure timely job completion
- Allocate materials and confirm product availability for scheduled installations
- Process field-reported shortages by generating rush orders, pick tickets, and work orders
- Track and manage special orders, including custom flooring materials and back-ordered items
- Handle customer complaints related to product quality, installation issues, or scheduling conflicts
- Document and track quality concerns, ensuring proper labeling and follow-up resolution
- Assist customers with returns, replacements, and refunds in accordance with company policies
- Maintain accurate records of all customer interactions, job updates, and order changes
- Participate in cross-functional meetings to resolve workflow issues and improve operational efficiency
Reporting & Data Management:
- Generate daily, weekly, and monthly reports on order volume, installation schedules, and job completion status, qualities etc.
- Track and report material shortages, back-orders, and job delays impacting installation timelines
- Monitor installer schedules and provide reporting on job readiness and completion rates
- Maintain detailed logs of quality issues, customer complaints, and resolution outcomes
- Analyze trends in order errors, product defects, and service delays to support process improvements
- Ensure CRM/POS data accuracy for reliable reporting, forecasting, and inventory planning
- Track key performance indicators (KPIs) such as order accuracy, on-time installation rates, and customer satisfaction
- Provide regular updates to management on workflow bottlenecks, scheduling conflicts, and operational performance
- Prepare and distribute reports to support coordination between sales, warehouse, and installation teams
- Identify data discrepancies and implement corrective actions to improve reporting accuracy and efficiency
Qualifications & Skills:
- 1+ years of customer service and order management experience, preferably in flooring, construction, or home improvement but not required
- Strong knowledge of flooring products (carpet, hardwood, tile, vinyl, laminate) and installation processes preferred but not required
- Experience with CRM, POS, ERP systems, and order processing tools
- Proficiency in Microsoft Excel/Powerpoint for reporting, tracking, and data analysis
- Excellent communication, phone handling, and customer service skills
- Strong attention to detail, especially with measurements, materials, and order accuracy
- Ability to multitask and manage competing priorities in a fast-paced environment
- Problem-solving skills with the ability to handle scheduling and installation challenges
- Team-oriented with the ability to collaborate across departments
- High school diploma or equivalent required
Pay: $45,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Work Location: In person
