Order Processing Associate at Loloi Rugs in Dallas, Texas

Order Processing Customer Service Representative

Loloi Rugs is a leading textile brand that designs and crafts rugs, pillows, and throws for the thoughtfully layered home. Family-owned and led since 2004, Loloi is growing more quickly than ever. To date, we've expanded our diverse team to hundreds of employees, invested in multiple distribution facilities, introduced thousands of products, and earned the respect and business of retailers and designers worldwide. A testament to our products and our team, Loloi has earned the ARTS Award for "Best Rug Manufacturer" in 2010, 2011, 2015, 2016, 2018, 2023, and 2025.

Loloi Rugs is seeking a highly motivated and enthusiastic Order Processing Customer Service Representative based full-time in Dallas, TX. The ideal candidate should have excellent customer service skills, be able to multitask and manage time effectively and exhibit a high degree of professionalism. If you have prior customer service experience and enjoy a fast-paced, entrepreneurial, creative environment with a growing company, then we'd like to hear from you. Please note, this role is on-site 5 days a week at our headquarter office in Farmers Branch.

Responsibilities:

• Maintain company standards to ensure high-quality service
• Build relationships with customers to ensure satisfaction and repeat purchasing
• Navigate proprietary software to process and/or modify 45 emailed and/or web submitted orders daily
• Maintain an average 90% QA Score monthly for orders processed
• Maintain a customer response SLA of 12 business hours
• Manage 20% of received call volume for the credit card hotline
• Analyze back-order reports, fill backorders, and process payment information
• Identify, assess, and maintain a follow-up on the customer, whose query you have solved, ensuring they are satisfied with the outcome
• Payment processing via multiple processing platforms
• Attend required departmental meetings
• Coordinate with internal departments to find solutions and resolve matters
• Provide customers/Reps with accurate shipping quotes and services
• Possess the ability to organize and maintain a positive & productive work environment as well as an organized and clean work area
• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies

Qualifications:

• Excellent organization skills
• Must be able to multi-task, prioritize and manage time effectively
• Excellent verbal and written communication skills
• Proficiency in administrative and documentation procedures
• Ability to always remain professional and courteous with customers

Requirements:

• High School Diploma or equivalent; college degree preferred
• 2+ years of related work experience in a customer-oriented environment

What We Offer:

• Health, dental, and vision benefits
• Paid parental leave
• 401(k) with employer match
• A culture of meritocracy that fosters ongoing growth opportunities
• A stable, growing family-owned company that looks after its employees

Loloi Rugs does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.