eCommerce Customer Service Specialist

Discover your 100% YOU with MicroSourcing

Position: eCommerce Customer Service Specialist (Custom Production)

Location: IT Tower 2, Cebu City

Work setup & shift: Onsite | Day shift

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As an eCommerce Customer Service Specialist, your initial focus (3-6 months) will be highly specialized in B2B production and customization coordination. You will ensure the seamless transition of custom uniform orders from approval to production.

• Coordinate the end-to-end post-purchase embroidery process for B2B clients, prioritizing accuracy and minimizing production errors.
• Create artwork proofs by making minor adjustments (color, file type, element removal) and visualizing client logos on chosen garments using Adobe Photoshop or similar tools.
• Liaise with internal decoration and sales teams to accurately book and schedule embroidery jobs and organize swatch samples for client approval.
• Manage faulty garment and returns processes, liaising with both the customer and internal product/accounts teams.
• Enter and update customer details accurately in the CRM and NetSuite (ERP/order management) systems, ensuring data integrity for production.
• Respond to web-based customer embroidery queries via email in line with the client's tone and service standards.
• Work closely with onshore teams via internal tools (Slack, CRM, NetSuite, Commerce Tools, etc.) to ensure a seamless workflow.

What You Need:

Non-negotiables

• 1-2+ years of professional experience in customer service, web support, or specialized production coordination.
• Familiarity with the clothing, apparel, or uniform industry, including knowledge of sizing, fit, fabric types, and the embroidery/customization process.
• Basic proficiency with design software like Adobe Photoshop, Canva, or GIMP (e.g., placing logos/artwork on garment photos for customer proofing).
• Proven attention to detail and organizational skills for managing complex B2B fulfillment workflows.
• Demonstrated experience using a CRM (e.g., HubSpot) and ERP (NetSuite or comparable Order Management System).
• Strong organizational and written communication skills for managing email and internal documentation.

Preferred skills/expertise

• Proficiency with Microsoft Office/Google Workspace tools for reporting and tracking.
• Experience in sales administration or quoting within an ERP/Order Management System.
• Pro-active and friendly personality with a strong "customer-first" mindset.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

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