Order Processing and Customer Support Coordinator
7 days ago
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 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.
- 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.
- 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.
- 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.
- 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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