Customer Service Representative - Order Support

About InStride Surfaces

At InStride Surfaces, our business is built alongside the flooring professionals and Business Partners who represent our brand in the market. We are focused on delivering dependable products, clear communication, and a partner-first support experience that helps our partners operate with confidence.

We care about creating a workplace where people feel supported, respected, and comfortable asking questions. Our team shares knowledge, works through challenges together, and values the ideas each person brings. With approachable leadership and colleagues who are ready to help, you’ll join a growing company where your contribution matters.

This full-time

, remote-based

role offers a consistent Monday-Friday

schedule, 8:00 AM-5:00 PM Pacific Time

, a pay range of $18-$23 per hour

depending on experience, and employee benefits detailed below.

While this role may align closely with a traditional Customer Service Representative position, internally we refer to it as a Partner Success Representative because the work directly supports the Business Partners who drive our success.

The Role

The Partner Success Representative is responsible for supporting the day-to-day service, order, and operational needs of InStride Surfaces Business Partners, Business Partner Managers, delivery partners, and internal teams.

This role exists to help ensure operational excellence after the sale, allowing our Sales Representatives and Business Partner Managers to remain focused on relationship growth and market development. Sales Team members remain the primary relationship owners; the Partner Success Representative ensures execution, accuracy, clear communication, and dependable follow-through.

You are the operational constant our partners rely on.

This is a remote-based position; however, the role must operate on Pacific Time due to InStride’s Los Angeles / California-based operations, warehouse activity, sales team support, and partner service needs.

Key Responsibilities

• Serve as a primary support contact for InStride Surfaces Business Partners and internal Business Partner Managers.
• Answer and manage inbound calls through the Partner Success support line.
• Respond to partner inquiries via phone, email, and internal chat channels.
• Process Business Partner orders from entry through fulfillment support.
• Provide order status updates, inventory availability, lead times, and shipment timing.
• Assist with order tracking, order adjustments, and order-related follow-up.
• Support sample orders, display orders, graphics requests, and product-related partner requests.
• Coordinate shipping, delivery updates, will-call orders, and fulfillment needs with warehouse and operations teams.
• Assist with delivery-related issues, including unexpected deliveries, refused deliveries, address issues, hours of operation conflicts, and other delivery exceptions.
• Resolve service-related issues, including damages, returns, billing questions, and related partner concerns.
• Work cross-functionally with Sales, Operations, Warehouse, Accounting, and internal support teams to ensure order information is complete, accurate, and clearly communicated.
• Maintain accurate records in ERP, CRM, order management systems, spreadsheets, and shared internal tools.
• Communicate clearly with Business Partners regarding order details, shipment expectations, issue resolution, and next steps.
• Escalate urgent, unclear, unresolved, or relationship-sensitive matters to Sales, Operations, or leadership when appropriate.
• Help maintain a high standard of professionalism, responsiveness, and partner-first service across all communications.

What Success Looks Like

• Orders are accurate and processed efficiently.
• Partners receive proactive, clear, and professional communication.
• Issues are resolved quickly and appropriately.
• Sales teams can rely on accurate execution and dependable follow-through.
• Internal teams have accurate information and clean documentation.
• Business Partners feel supported after the sale.

Qualifications

• 2+ years of experience in customer service, order management, order support, partner support, logistics support, administrative support, or B2B support preferred.
• Flooring, building materials, logistics, wholesale, distribution, or related industry experience preferred, but not required.
• Strong verbal and written communication skills.
• Professional phone presence and ability to communicate clearly with partners, vendors, delivery teams, and internal departments.
• Strong attention to detail and organizational skills.
• Ability to manage multiple requests, conversations, and priorities throughout the day.
• Calm, solutions-oriented approach in a fast-paced environment.
• Comfortable following processes, documenting information accurately, and escalating issues when needed.
• Experience using Google Workspace, spreadsheets, CRM/order systems, ERP/order management systems, VOIP phone systems, email, and chat platforms.
• Aircall experience is a plus.
• Must be able to work Monday-Friday, 8:00 AM-5:00 PM Pacific Time.

Why InStride

• A team you can count on - colleagues share what they know, help you find answers, and work through challenges together.
• Approachable leadership that makes time for questions and takes your ideas seriously.
• A respectful work environment where your contribution is valued.
• Clear responsibilities and the opportunity to see the impact of your work.
• Full-time remote work with a consistent Monday-Friday schedule.
• The opportunity to contribute to a growing flooring brand and help improve how we support our partners.

Compensation & Benefits

• Pay Range: $18-$23 per hour, depending on experience.
• Health, dental, and vision benefits.
• Paid time off.

InStride Surfaces is an equal opportunity employer.