Operations Support Specialist

AMERICAN DRAPERY BLIND & CARPET INC. dba AFB Floors

POSITION SPECIFICATIONS: Operations Support Specialist

REPORTS TO: Administration Supervisor                                                                   

About AFB Floors: We are a leading provider of flooring products to multifamily and commercial owners, managers, and developers. It is our belief that the best way to deliver exceptional service and value to our clients is to take great care of our team. As such, we have founded our culture on our Core Focus and Values:

Core Focus (Purpose):

Creating beautiful interiors for rental properties.

Core Values:

• Determined – Exhibit a tenacious work ethic, a distaste for failure, and intense desire to achieve success with a personal stake in the company’s performance.
• Accountable – Embrace our collective commitments to each other, recognizing each contribution builds reliability and trustworthiness.
• Evolving – Question the status quo, elevate our standards, welcome challenges, and be proud of what we’re building.
• Urgent – Recognize that success depends not only on strategic planning but also on swift and effective execution.

Basic Functions: The Operations Support Specialist will be motivated, detail-oriented.  The ideal candidate will be responsible for managing front office needs and providing exceptional operational support to ensure the smooth functioning of the company needs while modeling a high level of performance excellence.

Specific Duties and Responsibilities:

Office Support Operations:

• Greet and assist clients, visitors, and vendors in a friendly and professional manner.
• Manage the entry area to maintain a welcoming environment.
• Manage office supplies and place orders when necessary.
• First in the queue to answer incoming phone calls and direct to appropriate personnel.

Operations Support:

• Respond to customer inquiries regarding flooring products, services, and installation processes.
• Follow up the client’s post-installation to ensure satisfaction and address any concerns.
• Communicate Contractor arrival time(s) to jobsites for customers and salespeople.
• AFB initiated Installation rescheduling first point of contact and communicate installation rescheduling to customers and salespeople
• Scan and process contractor billing invoices, assist as needed. 

Administrative Support:

• Maintain organized files and records, including contracts, invoices, and customer information.
• Assist with order processing.
• Process web orders.
• Contractor purchases invoicing.
• Initial account assistance with customer web portal access set up.
• Send invoices and other requested forms to customers.
• Manage text communications.
• Maintain and update customer notes – assist as needed.
• Assist scheduler with preparing daily documents needed for scheduled installations.
• Prepare and distribute documents as needed, including reports and marketing materials.

Team Collaboration:

• Work closely with the sales and installation teams to coordinate schedules and ensure timely project completion.
• Participate in team meetings and contribute to company initiatives.

Miscellaneous Tasks:

• Perform other duties as assigned to support company operations.

Qualifications:

• High school diploma or equivalent; additional education in office administration or related field is a plus. Proven experience as a receptionist, administrative assistant, or in a customer service role.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and experience with office management software.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Ability to clearly communicate with and understand instructions from supervisor and team members (verbal and written).
• Ability to establish relationships of mutual respect and trust and shall exhibit a high degree of confidentiality.
• Ability to demonstrate and develop analytical and strategic thinking skills.
• Moderate degree of understanding of flooring products and their installation requirements.
• Team player, with energy, confidence, and passion.
• Uncompromising focus on quality.
• Solid math skills and advanced reasoning skills.
• Solid problem-solving skills.

Core Competencies: The ideal candidate will have the ability to handle all the challenges that relate to each task and the willingness to work as long as necessary to resolve issues. Will have the ability to deal with several issues simultaneously that demand pertinent attention. This person will always conduct themselves in a professional manner and will ensure a positive experience for our customers on each project in alignment with AFB’s Core Focus and Values. This individual will need to demonstrate adaptability, flexibility and a strong ability to solve problems independently. The position requires organization, time management skills and a working knowledge of core software programs.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. AFB Floors believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position description is designed to outline primary duties, qualifications, and job scope, but not limit our employees nor the organization to just the work identified. It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of the company.