Team Lead, Order Processing

About Us:

Loloi Rugs is a leading textile brand that designs and crafts rugs, pillows, and throws for the thoughtfully layered home. Family-owned and led since 2004, Loloi is growing more quickly than ever. To date, we’ve expanded our diverse team to hundreds of employees, invested in multiple distribution facilities, introduced thousands of products, and earned the respect and business of retailers and designers worldwide. A testament to our products and our team, Loloi has earned the ARTS Award for “Best Rug Manufacturer” in 2010, 2011, 2015, 2016, 2018, 2023, and 2025.

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Loloi Rugs is seeking a Customer Service Order Processing Team Lead to support and guide a growing team within our Customer Service department. This role is responsible for overseeing daily order processing operations, ensuring accuracy, efficiency, and a high standard of service, while motivating the team and fostering strong, positive communication.

This is a fast-paced, detail-oriented position ideal for someone who leads by example, is highly organized and analytical, and takes pride in maintaining operational excellence. The right candidate will bring a strong work ethic and a hands-on leadership style to help drive team performance and support overall business goals.

Please note, this role is based on-site 5 days a week in our headquarter office in Farmers Branch.

Responsibilities

• Manage day to day operations of team.
• Lead, monitor, and supervise daily tasks to ensure excellent customer service.
• Review and audit team productivity
• Effectively manage escalations
• Manage overall team performance to achieve ideal outcomes
• Track and manage coaching opportunities with order processing errors
• Handle vendor/customer communication daily.
• Assist in co-op daily/monthly reporting to upper management.
• Collaborate with other departments that play a role in the accounts you handle (shipping, product development, accounting, etc.).
• Receive incoming calls and make outbound calls and emails, based on business needs.
• Navigate proprietary software to process emailed and web submitted orders.
• Analyze back-order reports, fill backorders, and process payment information.
• Complete new account setups using our proprietary software.
• Identify, assess, and maintain a follow-up on the customer, whose query you have solved, ensuring they are satisfied with the outcome.
• Generate and effectively communicate reports to provide to the customer or representative.
• 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.
• Other duties/special projects as assigned.

Qualifications

• Associate degree in business or related field preferred.
• Minimum of 2 years supervisory experience preferably in a call center environment or 4 years of customer service experience.
• Excellent organization skills.
• Must be able to multi-task, prioritize and manage time effectively.
• Excellent verbal and written communication skills.
• Ability to remain professional and courteous with customers at all times.

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 does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.