Customer Operations Coordinator

Customer Operations Coordinator

Preferred Floor & Tile CO. (PF&TCO) is one of the fastest growing flooring companies in the country. Headquartered in Charlotte, North Carolina, with regional offices in Georgia, Florida, Nashville, South Carolina, Texas, and Phoenix, we're continuing to expand into new markets. We offer turnkey flooring solutions, specializing in National and Regional Home Builders, Single Family Rental (SFR), and Multi-Family Property Management.

We're a family-owned business that never loses sight of what matters most: building and maintaining quality relationships with our clients. We're looking for people who are dedicated, hard-working, self-motivated, resourceful, and dependable people who want our customers saying, "Wow, Preferred is amazing!" We offer competitive compensation with real opportunities for growth, and we're committed to helping our employees align their personal, professional, and financial goals with ours. Ask us about our 5-A's philosophy and the "triple win" that drives everything we do

The Customer Operations Coordinator is the operational backbone of the customer experience at Preferred Floor & Tile Co., serving as the primary point of coordination between clients, field Installation Quality Managers (IQMs), and internal operations teams. Owning each sales order from creation through active management, this role manages scheduling, quote review and creation, process flow oversight, customer portal administration, and field task dispatchingensuring that every project moves forward with accuracy, urgency, and a client-first mindset. The Customer Operations Coordinator functions as a mid-level specialist who personally owns a portfolio of accounts across multiple SFR and BTR markets, maintaining deep familiarity with each client's expectations and each project's status at all times. This is a remote, nationally focused role requiring strong organizational discipline, clear communication, and the ability to manage multiple active workstreams simultaneously in a fast-paced residential flooring environment.

Essential Duties and Responsibilities:

Sales Order Management

• Create and manage sales orders in RFMS and related systems, maintaining complete and accurate records throughout the active project lifecycle.
• Monitor the status of all active orders within the assigned portfolio, proactively identifying delays, gaps, or missing information that could impact project timelines.
• Coordinate order milestones across scheduling and installation stages to ensure seamless handoffs and on-time completion.
• Flag order discrepancies, scope changes, or pricing exceptions to the Customer Operations Manager for review and resolution.
• Monitor aging and open sales orders in RFMS, identifying jobs that have not been fully closed out within expected timeframes, researching the underlying reason, and notifying the appropriate parties including Accounting and District Managers so that outstanding items have clear visibility and ownership. (This is an operational status follow-up function, not accounts receivable or collections.)

Scheduling & Project Coordination

• Schedule flooring installation projects across assigned markets in alignment with client timelines, IQM availability, and crew capacity.
• Coordinate pre-installation measurement appointments, ensuring IQMs receive accurate task assignments with complete property and project information.
• Monitor and adjust scheduling queues to accommodate changes in project scope, client requests, or field availabilitycommunicating updates promptly to all affected parties.
• Maintain an organized, up-to-date scheduling calendar that provides clear visibility into project pipeline status across all active accounts.
• Anticipate and proactively resolve scheduling conflicts before they impact client commitments.

Quote Review & Creation

• Review incoming quotes for accuracy, completeness, and alignment with client pricing agreements and scope requirements before submission.
• Create new quotes in RFMS or applicable platforms based on project specifications, material selections, and current pricing structures.
• Coordinate with field IQMs and the Customer Operations Manager to confirm scope details, measurement data, and product selections required for accurate quote preparation.
• Track quote status through the approval and acceptance workflow, following up with clients or internal stakeholders as needed to advance open quotes.
• Identify and escalate any pricing anomalies, scope discrepancies, or out-of-contract requests to the Customer Operations Manager.

Field Task Creation for Installation Quality Managers

• Generate and assign field tasks to Installation Quality Managers for pre-installation home measurements.
• Dispatch additional field tasks to IQMs as project needs ariseincluding scope clarifications, quote or measurement revisions, or issues identified during or after installationensuring field support is deployed quickly to resolve open items and keep projects on track.
• Ensure all field tasks are issued with complete and accurate project information including property address, scope of work, product specifications, and scheduling windows.
• Monitor IQM task completion status and follow up on outstanding or overdue assignments to prevent downstream project delays.
• Compile and review IQM measurement data upon return, confirming accuracy and flagging any findings that require escalation or corrective action.
• Serve as the primary operations-side contact for IQMs in the field, providing rapid support and information to keep field work on schedule.

Customer Service & Client Communication

• Serve as a primary point of contact for assigned client accounts, responding to inquiries, status requests, and service issues with professionalism and urgency.
• Proactively communicate project updates, scheduling confirmations, and milestone completions to clientsensuring no client is left waiting for information.
• Manage and resolve customer escalations at the coordinator level, escalating complex or unresolved issues to the Customer Operations Manager with full context and documentation.
• Maintain strong working relationships with client contacts including property managers, asset managers, and maintenance coordinators across assigned SFR and BTR accounts.
• Ensure all client interactions reflect Preferred Floor & Tile Co.'s standards for responsiveness, accuracy, and service quality.

Customer Portal Management

• Administer and maintain client-facing customer portals, ensuring order data, project status, and documentation are current and accurately reflected at all times.
• Navigate across the range of client-specific customer portals, maintaining proficiency in the distinct workflows, layouts, and submission requirements unique to each platform.
• Submit quotes through the appropriate client portals, ensuring pricing, scope, and supporting documentation meet each client's submission standards.
• Monitor and track service-level agreements (SLAs) across client portals, ensuring response times, milestone completions, and documentation requirements are met within client-defined timeframes and proactively flagging at-risk items.
• Upload completed work orders and supporting documentation to portals in accordance with client requirements and company standards.
• Coordinate with clients to resolve portal access issues, data discrepancies, or reporting requests in a timely manner.
• Monitor portal submissions from clientsincluding new work orders, scope requests, or service ticketsand route them appropriately for action.

Process Flow Oversight

• Monitor the end-to-end workflow of assigned accounts, ensuring that each project stagefrom order creation through scheduling and installationprogresses without bottlenecks.
• Identify process gaps, recurring inefficiencies, or workflow breakdowns and surface them to the Customer Operations Manager with proposed solutions.
• Ensure that all required handoffs between teamsquoting, scheduling, field, and billingare completed accurately and on time.
• Maintain adherence to Preferred Floor & Tile Co.'s standard operating procedures across all order and project management activities.
• Support the Customer Operations Manager in refining and documenting workflow processes as the company scales.

Requirements

• Education and/or Experience High school diploma or equivalent required; associate's or bachelor's degree in Business, Operations, or a related field preferred. 24+ years of experience in a coordinator, operations, or customer service roleideally within flooring, construction, property services, or a related field service environment.
• Language Skills Ability to read and comprehend simple instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
• Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure for basic algebraic and geometric calculations.
• Communication Skills - Ability to clearly and professionally communicate in person and over the phone, strong listening skills to understand customer needs, and clear and persuasive written communication. Be able to communicate effectively in English orally and in writing.
• Computer Skills Knowledge of computer workstations and peripheral equipment; Knowledge of database, spreadsheet, email, and word processing software (e.g., Excel, ERP, inventory, or purchasing systems).
• Vision Ability to view documents, multiple screens, handwritten text, and drive.

Preferred Qualifications

• Prior experience managing the lifecycle of work orders or sales orders in a project-

Preferred Floor & Tile Co.