Customer Service Representative

Company Profile

Our client is a multifaceted enterprise specializing in branding solutions, uniforms and costumes, custom manufacturing, and fulfilment and third-party logistics (3PL) services. With over 30 years of experience, our client is dedicated to delivering tailored solutions that meet the unique needs of its clients.

This role is an exciting opportunity to shape and implement marketing strategies from the ground up.

Branding Solutions: Our client offers customization of existing products to align with clients' brand colors and logos, ensuring that businesses find precisely what they need in the required quantities.

Uniforms and Costumes: Leveraging decades of experience in the apparel industry, our client guides clients through the process of designing professional uniforms and creative costumes, catering to diverse industry requirements.

Custom Manufacturing: From design concept to delivery, our client manages every aspect of custom manufacturing. They specialize in creating unique, tailor-made promotional products, simplifying the process for clients seeking innovative solutions.

Fulfillment & 3PL Services: Our client provides warehousing and fulfillment services for promotional products, offering storage solutions and the capability to ship products globally. Clients have access to a real-time inventory system to monitor stock levels and ordering trends.

This is a great career opportunity for someone who is looking to join an established international company with vibrant, friendly, and supportive working environment.

Job Overview

The Customer Service Representative plays a critical role in ensuring seamless operations and client satisfaction. This individual will oversee the end-to-end management of client orders, resolve issues proactively, and maintain clear communication with clients, vendors, and internal teams. The role requires strong organizational skills, attention to detail, and the ability to anticipate and resolve potential challenges.

Duties and Responsibilities

Issue Resolution & Communication

• Address and resolve client issues, vendor errors, and shipping discrepancies promptly.
• Ensure all communication related to issues is completed within 24 hours.

Order Review & Accuracy

• Review client orders to confirm properly formatted artwork, completeness, accuracy, and acceptable margins.
• Assess delivery timelines and ensure orders align with company standards.

Follow-Up & Escalation

• Schedule follow-up dates for special-action orders to guarantee on-time shipment.
• Expedite or escalate orders as necessary, ensuring proactive communication before potential problems arise.

Workflow Monitoring

• Maintain and update the Work-in-Progress (WIP) dashboard to ensure accuracy in delivery dates.
• Follow up on tasks daily to ensure timely completion, aiming to clear the dashboard to zero each day.

Collaboration & Team Participation

• Actively participate in weekly and monthly sales team meetings to share updates and insights.
• Engage in bi-monthly vendor meetings to strengthen partnerships and streamline operations.
• Contribute to scheduled staff meetings, providing feedback and updates on ongoing processes.

Requirements

• 2 or more years in customer service. Branding, promotional products, or logistics industries could be advantageous. Candidates from other industries are welcome to apply.

• Experience with order management and client issue resolution.

• Familiarity with CRM systems and workflow management tools.

• Proficiency in Microsoft Office and related Customer related tools

• Strong verbal and written English communication skills.

Job Type: Direct Employment

Employment Type: Full-time

Location: Remote

Work Schedule: Monday to Friday | 10:00 pm to 7:00 am Philippine Time

Industry: Enterprises/Manufacturing Services