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Customer Service and Order Fulfillment Specialist

2 weeks ago

Pasig, National Capital Region, Philippines Satellite Office Full time

About This Role

We are seeking an experienced individual to join our team as a Customer Service and Order Fulfillment Specialist. The successful candidate will be responsible for providing exceptional customer service and ensuring that orders are processed accurately and efficiently.

Key Responsibilities:

Order Processing
  • Enter Orders: Enter customer orders into the company's order management system, ensuring all details are correct and complete.
  • Verify Order Details: Verify order information, including product/SKU codes, quantities, pricing, and shipping details, to prevent errors.
  • Monitor Order Status: Monitor order status and work with relevant departments (e.g., warehouse, logistics) to ensure timely fulfillment and delivery.
Customer Service
  • Handle Customer Inquiries: Serve as the primary point of contact for customer inquiries regarding orders, product availability, pricing, and delivery status.
  • Provide Prompt Responses: Provide prompt and courteous responses to customer questions via phone, email, or online chat.
  • Resolve Issues: Handle and resolve customer complaints or issues, escalating to the Customer Service Manager when necessary.
Sales Support
  • Collaborate with Sales Team: Collaborate with the sales team to provide customers with product information, promotional details, and assistance with order placement.
  • Return and Refund Process: Assist in processing returns, exchanges, and refunds in accordance with company policies.
  • Manage Out-of-Stock Products: Support sales initiatives by managing out of stocks, part orders, special orders, bulk orders, and customized requests.
Data Management and Reporting
  • Record Keeping: Maintain accurate records of customer interactions, orders, and feedback in the company's CRM system.
  • Report Analysis: Generate and analyze order and customer service reports to identify trends and areas for improvement.
  • Regular Updates: Provide regular updates to the Customer Service Manager on order processing and customer service metrics.
Process Improvement
  • Streamline Processes: Identify opportunities to streamline the order entry process to enhance efficiency and accuracy.
  • Continuously Improve: Participate in continuous improvement initiatives aimed at improving customer service operations and overall customer experience.
  • System Feedback: Provide feedback on system enhancements or changes needed to better support order entry and customer service functions.
Cross-Functional Collaboration
  • Interdepartmental Cooperation: Work closely with the logistics, warehouse, and finance teams to resolve any issues related to order processing, inventory availability, and billing.
  • International Teamwork: Coordinate with international teams to manage and process orders from different regions and time zones.
  • Effective Communication: Communicate effectively with other departments to ensure customer needs are met and expectations are exceeded.