Customer Operations Coordinator

About the Company

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 prioritizes building and maintaining quality relationships with our clients. We’re looking for dedicated, hard-working, self-motivated, and dependable individuals who want our customers saying, “Wow, Preferred is amazing!” We offer competitive compensation with real opportunities for growth and are committed to helping our employees align their personal, professional, and financial goals with ours.

About the Role

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. This role owns each sales order from creation through active management, handling scheduling, quote review and creation, process flow oversight, customer portal administration, and field task dispatching. The Coordinator ensures every project moves forward with accuracy, urgency, and a client-first mindset.

This is a mid-level specialist role where you will personally own a portfolio of accounts across multiple SFR and BTR markets, maintaining deep familiarity with each client's expectations and project status. The position is remote and nationally focused, requiring strong organizational discipline, clear communication, and the ability to manage multiple active workstreams in a fast-paced residential flooring environment.

Responsibilities

• Sales Order Management
  • Create and manage sales orders in RFMS and related systems, maintaining complete and accurate records throughout the project lifecycle.
  • Monitor the status of all active orders within the assigned portfolio, proactively identifying delays, gaps, or missing information that could impact 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 not fully closed out within expected timeframes, researching reasons, and notifying appropriate parties (e.g., Accounting, District Managers) to ensure visibility and ownership.
• 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 availability, communicating updates promptly.
  • Maintain an organized, up-to-date scheduling calendar for clear visibility into the project pipeline.
  • 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.
  • Track quote status through the approval and acceptance workflow, following up with clients or internal stakeholders as needed.
  • Identify and escalate 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 arise (e.g., scope clarifications, quote revisions, or post-installation issues).
  • Ensure all field tasks include complete and accurate project information (e.g., property address, scope of work, product specifications, scheduling windows).
  • Monitor IQM task completion status and follow up on outstanding or overdue assignments to prevent project delays.
  • Compile and review IQM measurement data, confirming accuracy and flagging findings requiring escalation or corrective action.
  • Serve as the primary operations-side contact for IQMs, providing rapid support 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 clients.
  • Manage and resolve customer escalations at the coordinator level; escalate complex issues to the Customer Operations Manager with full context.
  • Maintain strong working relationships with client contacts (e.g., property managers, asset managers, maintenance coordinators).
  • 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 accurate.
  • Navigate client-specific portals, maintaining proficiency in distinct workflows, layouts, and submission requirements.
  • Submit quotes through client portals, ensuring pricing, scope, and documentation meet submission standards.
  • Monitor and track service-level agreements (SLAs) across portals, ensuring response times and milestone completions meet client-defined timeframes.
  • Upload completed work orders and supporting documentation to portals in accordance with client requirements.
  • Coordinate with clients to resolve portal access issues, data discrepancies, or reporting requests.
  • Monitor portal submissions from clients (e.g., new work orders, scope requests) and route them appropriately for action.
• Process Flow Oversight
  • Monitor the end-to-end workflow of assigned accounts, ensuring each project stage progresses without bottlenecks.
  • Identify process gaps, recurring inefficiencies, or workflow breakdowns and propose solutions to the Customer Operations Manager.
  • Ensure accurate and timely handoffs between teams (e.g., quoting, scheduling, field, billing).
  • Maintain adherence to Preferred Floor & Tile Co.'s standard operating procedures.
  • Support the Customer Operations Manager in refining and documenting workflow processes as the company scales.

Requirements

• Education and Experience
  • High school diploma or equivalent required; associate's or bachelor's degree in Business, Operations, or a related field preferred.
  • 2–4+ years of experience in a coordinator, operations, or customer service role, ideally within flooring, construction, property services, or a related field service environment.
• Skills
  • Ability to read, comprehend, and write professional correspondence, memos, and documents; strong proofreading skills.
  • Basic mathematical skills for algebraic and geometric calculations.
  • Strong communication skills: clear and professional verbal and written communication in English, active listening, and persuasive writing.
  • Proficiency with computer workstations, databases, spreadsheets, email, and word processing software (e.g., Excel, ERP systems).
  • Ability to view documents, multiple screens, handwritten text, and drive as needed.

Preferred Qualifications

• Prior experience managing the lifecycle of work orders or sales orders in a project-based or field service context.
• Familiarity with SFR or BTR operations, property management workflows, or residential construction.
• Experience using RFMS, Measure Mobile, or similar field service management or CRM platforms.

Schedule

Standard business hours with occasional flexibility required to accommodate client needs or project deadlines across time zones. This is a fully remote position supporting multiple SFR and BTR markets across the country.

No travel required; occasional virtual collaboration with field IQMs and regional operations teams.

Work Environment

The role operates in a quiet, indoor, heated, and cooled office space. This is a fully remote position requiring reliable high-speed internet, a dedicated workspace, and the ability to participate in video meetings and real-time team collaboration.

Physical Demands

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to walk, sit, reach with hands and arms, talk, and hear.
• Must be able to lift and carry 15-20 lbs. (e.g., laptop, monitor) as needed.