Customer Experience Coordinator

Pioneer Square Brands; Pasig; Hybrid; PHP 260,000 - 420,000; Full time

Job summary

Pioneer Square Brands in the Philippines is seeking a proactive Customer Experience Coordinator based in Pasig. You will be the frontline contact across phone, email, and other channels, delivering timely, high-quality support to customers and partners while upholding our service standards.

You will handle inquiries, manage orders and RMAs, document interactions, and collaborate with Sales, Operations, and other teams to ensure a seamless customer journey.

Qualifications

• Bachelor's degree in Communications, Journalism, Marketing, Business Operations, or a related field.
• Experience handling customer inquiries and resolving issues through phone and email communication is preferred.
• Familiarity with CRM systems, order management systems, or similar business tools is preferred.
• Experience processing purchase orders, sample orders, RMAs, warranty requests, invoices, or open orders is an advantage.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
• Willingness and ability to work on a night shift and in a hybrid work arrangement.

Responsibilities

• Manage incoming customer inquiries through phone, email, and other channels, ensuring timely and professional responses.
• Identify, assess, and understand customer needs to provide appropriate solutions and a positive experience.
• Handle complaints and concerns with solutions within SLAs and follow up for resolution.
• Escalate complex issues to internal teams and coordinate follow-up through resolution.
• Provide accurate information using appropriate systems, tools, and resources.
• Document customer feedback and share insights with internal stakeholders.
• Maintain records of interactions, accounts, and transactions.
• Create, review, and release purchase orders and sample orders per processes.
• Process RMAs and ensure timely completion of related transactions.
• Coordinate warranty inquiries and support timely resolution with relevant teams.
• Collaborate with Sales, Operations, and other departments to meet customer needs.
• Take ownership of tasks and support additional responsibilities as assigned.

Skills

Excellent written and verbal English

Customer service orientation

Phone handling

Problem solving

Multitasking

Attention to detail

Cross-functional collaboration

Education

Bachelor's degree in Communications, Journalism, Marketing, Business Operations, or related field

Tools

CRM systems

Order management systems

Excel

Word

Outlook

Job description

Job Description:

Welcome to Pioneer Square Brands, a dynamic and innovative company at the forefront of the consumer goods industry. Committed to delivering high-quality products, we take pride in our dedication to excellence, creativity, and customer satisfaction. With a diverse portfolio featuring renowned brands (Brenthaven, Gumdrop, and VAULT), our mobile technology accessories ensure our customers achieve successful technology deployments. Our team comprises passionate individuals united by a shared vision to shape the future of our industry. If you are seeking a challenging and rewarding position in a fast-paced environment where your ideas are highly valued, join us at Pioneer Square Brands and become an integral part of our exciting journey.

Our Core Purpose: We ensure mobile technology works so that people can focus on what matters.

Our Core Values:

• Genuine and Respectful
• Pride in Everything We Do
• Excellence through Innovation
• Obsessed with Customer Success

Pioneer Square Brands has a global footprint with office locations in High Point, North Carolina, and Manila, Philippines.

We are actively looking for a highly motivated and energetic professional with a positive attitude who desires to be part of our growing team. Competitive salaries and benefits, including profit sharing,
await the successful candidate.

Title: Customer Experience Coordinator

Location: Silver City, Pasig

About the Role:

The Customer Experience Coordinator is responsible for delivering timely, efficient, and high-quality support to customers and business partners. This role serves as a key point of contact for customer inquiries and concerns across multiple channels, including phone, email, and other communication platforms.

Job Responsibilities:

• Manage incoming customer inquiries through phone, email, and other communication channels, ensuring timely and professional responses
• Identify, assess, and understand customer needs to provide appropriate solutions and ensure a positive customer experience
• Handle customer complaints and concerns by providing appropriate solutions or alternatives within established service level agreements (SLAs) and following up to ensure resolution
• Escalate complex or unresolved issues to the appropriate internal teams and coordinate follow-up through resolution
• Provide accurate, valid, and complete information by utilizing appropriate systems, tools, and resources
• Collect and document timely and accurate customer feedback and communicate relevant insights to internal stakeholders
• Maintain accurate records of customer interactions, accounts, transactions, and supporting documentation
• Create, review, and release purchase orders and sample orders in accordance with established processes
• Process RMA requests, inspect invoices, and ensure timely completion of related transactions.
• Serve as the frontline point of contact for warranty-related inquiries and coordinate with the appropriate teams to support timely resolution
• Collaborate effectively with Sales, Operations, and other internal departments to resolve issues and support customer and business needs
• Take ownership of assigned tasks and projects and provide support for additional responsibilities as assigned by the manager

Job Qualifications:

• Bachelor's degree in Communications, Journalism, Marketing, Business Operations, or a related field
• Experience handling customer inquiries and resolving issues through phone and email communication is preferred
• Familiarity with CRM systems, order management systems, or similar business tools is preferred
• Experience processing purchase orders, sample orders, RMAs, warranty requests, invoices, or open orders is an advantage
• Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook
• Willingness and ability to work on a night shift and in a hybrid work arrangement

Skills & Competencies:

• Excellent written and verbal English communication skills
• Strong customer service orientation with the ability to communicate effectively with different types of customers and stakeholders
• Strong phone handling and active listening skills
• Strong problem-solving, analytical, critical thinking, and decision-making abilities
• Ability to multitask, prioritize competing responsibilities, and manage time effectively
• Strong attention to detail and ability to maintain accuracy while handling multiple transactions and requests
• Ability to work effectively both independently and as part of a cross-functional team
• Ability to collaborate and communicate effectively with different departments and stakeholders
• Strong organizational and follow-through skills
• Ability to maintain confidentiality when handling sensitive customer and business information
• Willingness to learn and take on cross-functional responsibilities
• Adaptability and flexibility in response to changing business needs and priorities

Success Factors:

• Consistently provides timely, accurate, and professional responses to customer and partner inquiries
• Resolves customer concerns effectively while meeting established SLAs and quality expectations
• Demonstrates strong ownership and follows issues through to resolution
• Maintains accurate records and ensures orders, RMAs, invoices, and other transactions are processed correctly and on time
• Proactively communicates order updates, potential issues, delays, and resolutions to customers and internal stakeholders
• Builds positive working relationships with customers, partners, and cross-functional teams
• Demonstrates punctuality, reliability, consistent attendance, and a strong work ethic
• Remains organized, detail-oriented, and effective when managing multiple priorities in a fast-paced environment
• Demonstrates a willingness to learn, adapt, and take on additional responsibilities as business needs evolve