Order Retention Specialist

National Floors Direct is one of the nation’s leading direct-to-consumer flooring companies, providing homeowners with high-quality flooring products and professional installation services. As we continue to grow, we’re looking for a motivated, results-oriented Order Retention Specialist to join our team.

Position Overview

The Order Retention Specialist is responsible for protecting existing sales by working directly with customers who are considering canceling their flooring orders. This position requires strong communication skills, excellent problem-solving abilities, and the confidence to overcome objections and negotiate solutions that preserve customer relationships and company revenue.

The ideal candidate is persuasive, persistent, customer-focused, and comfortable working in a fast-paced, performance-driven environment.

Key Responsibilities

• Proactively contact customers who have requested or are considering order cancellations.
• Identify the underlying reasons for cancellation and develop effective solutions to retain the business.
• Overcome customer objections related to pricing, scheduling, product selection, financing, and other concerns.
• Negotiate appropriate resolutions while maintaining company profitability and customer satisfaction.
• Coordinate with Sales, Installation, Customer Service, and Management to resolve issues and prevent cancellations.
• Follow up consistently with customers to maximize order retention.
• Accurately document customer interactions, cancellation reasons, and retention outcomes in the company’s CRM system.
• Monitor assigned cancellation requests and maintain ownership through resolution.
• Meet or exceed established performance goals related to order retention, revenue preservation, and customer satisfaction.

Qualifications

• 2+ years of experience in customer retention, inside sales, account management, or a similar customer-facing role preferred.
• Proven ability to overcome objections, negotiate, and close sales.
• Strong verbal communication, listening, and problem-solving skills.
• Ability to handle difficult customer conversations professionally and confidently.
• Highly organized, detail-oriented, and comfortable managing multiple customer situations simultaneously.
• Self-motivated, competitive, and accountable for measurable results.
• Experience in home improvement, flooring, home services, or other high-ticket consumer sales environments is a plus.
• Comfortable using CRM software and basic computer applications.

We’re looking for someone who understands that a cancellation request is an opportunity to save a customer relationship and protect a sale.

Successful candidates will be able to balance empathy and customer service with strong sales instincts. They will know when to listen, when to negotiate, and how to find solutions that benefit both the customer and the company.

What We Offer

• Competitive compensation
• Performance-based incentive opportunities
• Full-time position with an established, growing company
• Supportive team environment
• Opportunity for professional growth and advancement

National Floors Direct is an Equal Opportunity Employer.