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Order Processing Associate

1 month ago

Dallas, Texas, United States Loloi Rugs Full time
About Us

Loloi Rugs is a leading textile brand that designs and crafts rugs, pillows, and throws for the thoughtfully layered home. Our company is family-owned and led, with a strong commitment to growth and innovation. We've expanded our team to hundreds of employees, invested in multiple distribution facilities, and introduced thousands of products. Our dedication to quality and customer satisfaction has earned us the ARTS Award for "Best Rug Manufacturer" in 2010, 2011, 2015, 2016, 2018, and 2023.

Job Summary

We're seeking a highly motivated and enthusiastic Order Processing Customer Service Representative to join our team in Dallas, TX. The ideal candidate will have excellent customer service skills, be able to multitask and manage time effectively, and exhibit a high degree of professionalism.

Key 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
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 is an equal opportunity employer and welcomes applications from diverse candidates. If you have a special need or disability that requires accommodation, please let us know.