Customer Success Representative

Job Description: Customer Success Representative (Order Processing)

Salary: 30,000-40,0000 Php

About the Company

We are a dedicated, close-knit business specializing in high-quality uniforms and gear for public servant professionals, including police officers and firefighters. Our team thrives on versatility, proactivity, and collaboration, and we're seeking a skilled Customer Success Representative (Order Processing) to uphold our commitment to exceptional customer service and operational efficiency.

Job Title: Order Processing Specialist

Location: Remote (US-Based), Night Shift (8:00 AM to 5:00 PM US Pacific Time, 11:00 PM - 8:00 AM PHT)

Employment Type: Full-Time

Reports To: Order Management Supervisor

Job Summary

We are looking for a detail-oriented Customer Success Representative (Order Processing) to handle customer inquiries, process orders, and ensure seamless order fulfillment. Based remotely in the Philippines, this role will involve answering phone calls, responding to customer emails, processing orders accurately, and coordinating with logistics partners to ensure timely delivery. The ideal candidate has excellent English communication skills, a customer-focused mindset, and experience in order processing or customer service, ideally in a retail or e-commerce environment.

Key Responsibilities

Order Processing and Fulfillment:

• Process customer orders accurately using company systems, ensuring all details (e.g., product specifications, quantities, and shipping information) are correct.
• Coordinate with logistics providers to schedule and track shipments, ensuring timely and accurate delivery.
• Verify uniform specifications to maintain product quality and consistency.
• Handle order modifications, cancellations, or returns, ensuring compliance with company policies and customer satisfaction.

Customer Service:

• Answer incoming phone calls and respond to customer emails promptly and professionally, addressing inquiries about orders, product details, or delivery status.
• Resolve customer issues or escalate complex cases to the Order Management Supervisor when necessary.
• Maintain a positive, empathetic tone to ensure a high-quality customer experience.

Operational Support:

• Update and maintain accurate order records in the company's inventory and order management systems.
• Monitor order status and communicate updates to customers and internal teams as needed.
• Assist with inventory checks to ensure stock levels meet order demands.
• Identify opportunities to streamline order processing tasks and report inefficiencies to the Order Management Supervisor.

Communication and Coordination:

• Communicate clearly with US-based logistics partners and vendors to resolve issues related to shipments or product availability.
• Collaborate with internal teams to ensure smooth operations and alignment with business goals.

Qualifications

Experience:

• 1-3 years of experience in customer service, order processing, or a related role, preferably in retail, e-commerce, or manufacturing.
• Experience answering phone calls and handling customer inquiries in a professional setting.
• Familiarity with order management or inventory systems is a plus.
• Prior experience working with US-based teams or clients in a remote setting is desirable.

Skills:

• Exceptional spoken and written English proficiency for clear, professional communication with US-based customers and stakeholders.
• Strong attention to detail and accuracy in processing orders and managing records.
• Excellent phone etiquette and customer service skills, with the ability to handle inquiries calmly and effectively.
• Proficiency in Microsoft Office Suite (Excel, Word) and familiarity with order processing or CRM software.
• Ability to multitask, prioritize, and thrive in a fast-paced, remote environment.

Education:

• Bachelor's degree in business, administration, or a related field is a plus.

Other Requirements:

• Availability to work night shifts (8:00 AM to 5:00 PM US Pacific Time, 11:00 PM - 8:00 AM PHT).
• Reliable high-speed internet and a quiet, professional home office setup.
• Strong organizational skills and a proactive, customer-oriented mindset.

Key Attributes of a Successful Candidate

• Customer-Focused: Committed to delivering exceptional service and resolving customer inquiries with professionalism.
• Detail-Oriented: Ensures accuracy in order processing and record-keeping to maintain operational excellence.
• English Proficiency: Communicates clearly and confidently with customers and partners in English.
• Adaptable: Thrives in a dynamic, remote work environment and handles shifting priorities with ease.
• Team Player: Collaborates effectively with colleagues and logistics partners to achieve shared goals.

Job Types: Full-time, Permanent

Pay: Php30, Php40,000.00 per month

Benefits:

• Pay raise
• Work from home

Work Location: In person