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About InStride Surfaces
At InStride Surfaces, our business is built alongside independent flooring professionals. While this role is formally titled Customer Service Representative for clarity, internally we refer to it as Partner Success Representative. We understand the scope of work directly supports the business partners who drive our success.
This role exists to ensure operational excellence after the sale, allowing our Sales Representatives to remain focused on relationship growth and market development.
The Role
As a Customer Service Representative (Partner Success Representative), you will handle the day-to-day service and order support needs of our business partners. Sales Representatives remain the primary relationship owners; this role ensures execution, accuracy, and dependable follow-through.
You are the operational constant our partners rely on.
Key Responsibilities
- Process business partners orders from entry and support fulfillment
- Provide order status updates, inventory availability, and lead times
- Coordinate shipping, delivery, and order adjustments as needed
- Resolve service-related issues including, damages, returns, and billing questions
- Work cross-functionally with Sales, Operations, and Accounting
- Maintain accurate records in ERP and order management systems
- Escalate relationship-sensitive matters to Sales and Operations when appropriate
Why We Call This Role "Partner Success" at InStride Surfaces
We believe "customer service" is more than answering questions, it thrives on execution that protects relationships. Our partners rely on accuracy, clarity, and follow-through. This role directly impacts their ability to run successful businesses, which is why we frame it as Partner Success internally.
What Success Looks Like
- Orders are accurate and processed efficiently
- Partners receive proactive, clear communication
- Issues are resolved quickly and professionally
- Sales teams trust execution without needing to intervene
Qualifications
- 2+ years in customer service, order management, or B2B support
- Strong attention to detail and organizational skills
- Clear written and verbal communication
- Comfortable working with ERP/order entry systems
- Calm, solutions-oriented approach in a fast-paced environment
Why InStride
- Clear role ownership and accountability
- Partner-first execution culture
- Collaboration with Sales and Operations leadership
- Opportunity to grow within a scaling flooring brand
Benefits
- Competitive compensation
- Health, dental, and vision benefits
- Paid time off
Job Types: Full-time, Part-time
Pay: $ $19.00 per hour
Expected hours: No more than 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
