Customer & Product Support Coordinator

Position
Type
: Full Time

Location
: Philippines (Remote)

Schedule
: 9am - 5pm PST

About The Company
Our client is a dedicated sales agency partnering with manufacturers and distributors to drive growth across Quebec, Ontario, and Eastern Canada. With deep engagement in a wide network of retail distributors, wholesalers, and buying groups, they unlock opportunities within the office supplies, hardware, and consumer goods industries. Their team works closely with partners to ensure alignment with their goals, crafting highly customized solutions and go-to-market strategies that deliver measurable results.

About The Role
As a Customer & Product Support Coordinator, you will play a vital role in making sure our clients and partners get the support they need — quickly, accurately, and professionally. You are the backbone of our customer and product support operations.

Responsibilities

• Customer Point of Contact – Serve as the primary support resource for customers and partners, ensuring inquiries and issues are resolved promptly and professionally.
• Product & Order Information Support – Provide accurate details on product specs, pricing, availability, and delivery timelines to guide customer decisions.
• Record & Documentation Management – Maintain organized, up-to-date records of customer interactions, orders, and support tickets for accuracy and accountability.
• Cross-Functional Coordination – Collaborate closely with sales, operations, and product teams to align on customer needs and resolve concerns efficiently.
• Product Update & Launch Assistance – Support product changes, updates, and new launches by communicating key information and assisting customers as needed.
• Process Improvement Contribution – Identify opportunities to streamline support processes and enhance service quality across the team.
• Analysis & Reporting:
• Compare sales reports with product listings
• Perform basic Excel analyses (sales trends, discrepancies, KPIs)
• Identify and suggest simple optimization opportunities for listings or product setup.
• Communication & Content:
• Draft newsletters and internal communications.
• Coordinate simple internal updates to ensure all stakeholders are informed.
• Process Optimization:
• Follow checklists for routine tasks.
• Document recurring issues and solutions.
• Propose small improvements to workflows and listings.
• Leverage AI tools (like ChatGPT, Excel AI, or workflow assistants) to automate repetitive tasks, analyze data, and improve overall efficiency.
• Prepare PP presentations to assist sales team

Competencies And Qualifications
Must-Have

• 3-5 years of customer support, account coordination, or client-facing roles experience
• Proficiency in Microsoft Suite, including Outlook and Excel, for efficient communication
• Experience in sales, marketing, or digital agencies
• Experience in consumer goods, grocery, retail, wholesale, or distribution.
• Dedication to providing excellent customer service and ensuring customer satisfaction.
• Accuracy in handling customer information, processing orders, and documenting interactions
• Ability to understand product features, use cases, and technical basics
• Ability to learn systems used for customer info, forms, or product setup
• Basic Canva or email marketing tool familiarity
• Managing support queues and prioritizing high-impact issues
• Critical thinking skills to analyze and resolve customer issues
• Excel Proficiency - pivot tables and analysis
• Sales/report analysis skills

Nice-to-Have

• Worked in an environment with 2 languages
• Capacity to handle pressure and maintain composure in difficult situations
• Experience working in a small company

What We Offer

• 100% Remote Work
• 13th Month Pay
• Healthcare (HMO)
• Complete Benefits Package - SSS, Philhealth, & Pag-ibig
• Paid Service Incentive Lead (SIL)
• Paid Philippines Holidays
• Free Learning and Development Programs

Application Process
We understand that searching for a new job can be challenging, and we're here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we'll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.