Order Processing and Customer Support Coordinator

7 days ago


Pasig, National Capital Region, Philippines Satellite Office Full time

About Satellite Office

Satellite Office is a dynamic organization dedicated to providing exceptional customer experiences. We strive for excellence in every aspect of our business, from order processing to customer service.

Job Description

Key Responsibilities:
  • Order Processing: Accurately enter customer orders into the company's order management system, ensuring all details are correct and complete.
  • Verify Order Information: 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
  • Customer Inquiries: Serve as the primary point of contact for customer inquiries regarding orders, product availability, pricing, and delivery status.
  • Prompt Responses: Provide prompt and courteous responses to customer questions via phone, email, or online chat.
  • Issue Resolution: Handle and resolve customer complaints or issues, escalating to the Customer Service Manager when necessary.
Sales Support
  • Product Information: Collaborate with the sales team to provide customers with product information, promotional details, and assistance with order placement.
  • Returns and Refunds: Assist in processing returns, exchanges, and refunds in accordance with company policies.
  • Out-of-Stock Management: Support sales initiatives by managing out of stocks, part orders, special orders, bulk orders, and customized requests.
Data Management and Reporting
  • Record Maintenance: Maintain accurate records of customer interactions, orders, and feedback in the company's CRM system.
  • Report Generation: Generate and analyze order and customer service reports to identify trends and areas for improvement.
  • Metric Updates: Provide regular updates to the Customer Service Manager on order processing and customer service metrics.
Process Improvement
  • Efficiency Streamlining: Identify opportunities to streamline the order entry process to enhance efficiency and accuracy.
  • Continuous Improvement: Participate in continuous improvement initiatives aimed at improving customer service operations and overall customer experience.
  • System Enhancement: Provide feedback on system enhancements or changes needed to better support order entry and customer service functions.
Cross-Functional Collaboration
  • Interdepartmental Communication: 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.


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