Home-Based Customer Service Representative

It's fun to work in a company where people truly BELIEVE in what they're doing

We're committed to bringing passion and customer focus to the business.

Are you highly organized, proactive, and excellent at communication? We are seeking a Home-Based Customer Service Representative to support our clients in the dynamic promotional industry. This role offers an exciting opportunity to work with a talented team, ensuring exceptional service delivery and smooth order processes from start to finish.

REQUIRED CORE COMPETENCIES 

• Attention to Detail: Ensures accuracy in managing order details, approvals, and schedules.

• Communication Skills: Maintains clear and professional communication with vendors, Account Executives (AEs), and internal teams.

• Problem-Solving Skills: Resolves order issues efficiently, ensuring timely and accurate solutions.

• Organizational Skills: Manages multiple orders, deadlines, and follow-ups in a structured manner.

• Technical Proficiency: Skilled in using tools like RingCentral Contact Center and other order management systems.

WHAT YOU WILL DO 

• Review newly released orders at least three times daily: Once when CSR arrives for the day, once before or after lunch, and one last

• time before the CSR leaves for the day.

• Reach out to vendor for proofs and send to AE.

• Follow up after AE receives proof to check on status of approvals.

• Handle any proof change requests that come in.

• Notify the vendor of any order changes and confirm those changes have been applied on their end.

• Process order cancellations, confirming with vendor as well as sending the internal cancellations to have it removed from client's system.

• Review order acknowledgments sent directly to CSRs from vendors to ensure the order is accurate and alert the AE to possible changes

• and issues.

• Work with vendors to have them honor quoted pricing noted on PO.

• Troubleshoot any issues that arise throughout the order process and resolve them.

• Facilitate redo orders when necessary.

• Order additional stock (blank and hard goods)

• Assist in tracking down missing items and shipments.

• Follow up on backorders until goods have arrived to vendor and shipped out to the client.

• Utilize daily follow-up report to follow up on order status.

• Use RingCentral Contact Center to work emails from vendors and AEs as well as internal client's contacts

• Once proof is approved, ensure vendor receives approval and provides an accurate ship date.

• Make every attempt to ship to meet all in hands dates on orders.

• Submit prepayment requests for vendors when needed.

• Process changes to orders. This includes:

  a. Quantity changes

  b. Item color/imprint color changes

  c. Ship-to changes

  d. Vendor additions/removals

WHAT WE LOOK FOR 

• Education: High school diploma or equivalent; a bachelor's degree is a plus.

• Experience: At least 2 years of experience in a Customer Service Representative role. Experience in the promotional or printing industry is advantageous.

• Language Proficiency: Excellent verbal and written English communication skills.

• Schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.

• Technical Skills: Proficiency with order management systems and tools like RingCentral Contact Center.

• is preferred. 

• Customer orientation and the ability to adapt to and respond to diverse types of characters. 

• Familiarize yourself with CRM systems and practices. 

WHAT WE OFFER 

• Salary Range: Php 30,000 - Php 40,000

• Industry: Promotional Industry  

• Job Type: Full-time 

• Work Shift: 8AM- 5PM CST  

• Workdays: Monday through Friday (USA) 

BENEFITS OF WORKING WITH US  

• Industry-leading salary packages  

• Permanent work-from-home setup  

• Company equipment provided   

• Internet stipends upon regularization  

• HMO Coverage    

• PTO credits and service incentive leaves  

• Major spring and winter company live events  

• Monthly employee appreciation virtual events  

• Company-provided career skills training courses  

• A company culture focused on your personal and professional growth 

WHO WE ARE 

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams. 

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members. 

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW 

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us