Customer Service Lead

Job Description

Job Description

About Superior Floors

Since 1999, Superior Floors has served multifamily properties throughout the Dallas-Fort Worth area. As a family-owned company, we are committed to exceptional service, operational accuracy, quality workmanship, and responsive same-day or next-day support.

About the Role

The Customer Service Lead - Order Entry is a hands-on team lead who combines customer support and accurate order entry with daily workflow coordination, quality review, training, and problem-solving. Working closely with the Customer Service Department Manager, this role helps keep orders moving smoothly across Customer Service, Sales, Installation, Warehouse, Credit, and Accounting.

What You'll Do

• Serve as a senior point of contact for multifamily property customers and help resolve order, installation, repair, and service concerns.

• Enter, review, and update installation and service orders accurately, confirming property, product, pricing, scheduling, and documentation details.

• Help organize daily workloads, monitor open items and shared communications, and support appropriate customer-service coverage.

• Provide day-to-day guidance, training, constructive feedback, and routine quality checks for Customer Service and Order Entry team members.

• Coordinate with partner departments, communicate changes and risks clearly, and ensure complete operational handoffs.

• Identify recurring workflow issues, support manager-approved improvements, and promptly escalate significant concerns to the Department Manager.

What We're Looking For

• High school diploma or GED.

• Three or more years of customer service, order entry, account support, operations coordination, or related experience.

• Experience as a team lead, trainer, senior representative, quality reviewer, or trusted departmental resource.

• Strong organization, data-entry accuracy, documentation, prioritization, and follow-through.

• Professional communication and problem-solving skills, including the ability to manage competing priorities and difficult conversations calmly.

• Working proficiency with Microsoft Outlook, Excel, and Word; reliable attendance, ability to work on-site in Lewisville, and ability to pass a background check.

Preferred Experience

• Multifamily flooring, property management, construction, installation services, or a related industry.

• RFMS or another ERP, order-management, or customer-account system.

• Bilingual communication skills in English and Spanish.

Why Join Superior Floors?

This is an opportunity for an experienced customer service professional to step into meaningful leadership while staying connected to customers and daily operations. You will help strengthen an essential department, develop teammates, improve accuracy, and support the responsive service our customers expect.