Customer Service Representative (Order Management & Client Support)

Clark Development Corporation; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

OFFICE BEACON (PHILIPPINES), INC. is seeking a Customer Service Representative for order management and client support. You will be the primary contact for customers, processing orders and managing inquiries through the full service lifecycle.

Collaborating with Sales, Suppliers, Graphics, and Operations, you will ensure order accuracy, timely delivery, and proactive issue resolution in a fast-paced environment. Strong communication and attention to detail are essential.

Qualifications

• Experience in customer service, order management, or a related field.
• Strong communication and active listening skills.
• Proficiency in CRM/ERP systems such as NetSuite, Salesforce, Commonsku or similar platforms.
• Familiarity with Microsoft Excel or Google Workspace tools.
• Strong attention to detail and accuracy in data entry and order processing.
• Ability to manage high-volume workloads in a fast-paced, deadline-driven environment.
• Strong problem-solving skills and ability to handle customer concerns professionally.

Responsibilities

• Process new customer orders and purchase orders accurately and efficiently.
• Review incoming orders to ensure all required details are complete before processing.
• Verify order specifications, including pricing, product details, sales assignments, and billing information.
• Ensure all customer requirements are properly recorded in internal systems.
• Manage all order-related communication, including quotes, order status updates, artwork approvals, and delivery timelines.
• Ensure all customer communications are clear, complete, and professional.
• Provide timely responses to customer inquiries and requests.
• Keep customers informed of any changes, delays, or issues that may affect their orders.
• Maintain accurate and detailed records in CRM/ERP systems, including order updates, approvals, and client interactions.
• Review and validate order information to prevent production errors.
• Cross-Functional Coordination: Act as the communication hub between customers and internal teams, including Graphics and Production departments.
• Collaborate with sales, suppliers, and operations teams to resolve order-related issues.
• Coordinate with internal teams to ensure deadlines and customer expectations are met.
• Order Tracking & Issue Resolution: Proactively track order progress throughout the production lifecycle.
• Identify potential risks or delays and communicate them to stakeholders in advance.
• Resolve product, service, artwork, or order-related issues in a timely and professional manner.
• Escalate issues when necessary to ensure customer satisfaction and order success.
• Customer Satisfaction & Relationship Management: Deliver consistent service excellence to support customer satisfaction and retention.
• Build strong relationships with customers to encourage repeat business.
• Maintain a customer-first mindset in all interactions and decisions.

Skills

Customer service

Order management

Communication

Active listening

Attention to detail

Excel/Google Workspace

Problem solving

Education

High School Diploma

Tools

NetSuite

Salesforce

Commonsku

Job description

Customer Service Representative (Order Management & Client Support)

Job Summary:

The Customer Service Representative (CSR) serves as the primary point of contact for customers, managing inquiries and orders throughout the full service lifecycle. This role ensures timely and accurate resolution of customer requests while consistently delivering a high-quality customer experience.

The CSR works closely with sales, suppliers, graphics, and internal operations teams to maintain order accuracy, meet production deadlines, and proactively resolve issues before they impact delivery.

Success in this role requires strong communication skills, exceptional attention to detail, and the ability to manage high-volume, deadline-driven workflows in a fast-paced environment.

Key Responsibilities:

Order Processing & Management

• Process new customer orders and purchase orders accurately and efficiently.


• Review incoming orders to ensure all required details are complete before processing.


• Verify order specifications, including pricing, product details, sales assignments, and billing information.


• Ensure all customer requirements are properly recorded in internal systems.

Customer Communication & Support

• Manage all order-related communication, including quotes, order status updates, artwork approvals, and delivery timelines.


• Ensure all customer communications are clear, complete, and professional.


• Provide timely responses to customer inquiries and requests.


• Keep customers informed of any changes, delays, or issues that may affect their orders.

Order Accuracy & Documentation

• Ensure all order details are complete and accurate, including product specifications such as:
  
  
  
  • Item color
  
  
  • Size and placement of logo or imprint
  
  
  • Printing or imprint method
  
  
  
  


• Maintain accurate and detailed records in CRM/ERP systems, including order updates, approvals, and client interactions.


• Review and validate order information to prevent production errors.

Cross-Functional Coordination

• Act as the communication hub between customers and internal teams, including Graphics and Production departments.


• Provide clear and detailed instructions to ensure accurate production and final output.


• Collaborate with sales, suppliers, and operations teams to resolve order-related issues.


• Coordinate with internal teams to ensure deadlines and customer expectations are met.

Order Tracking & Issue Resolution

• Proactively track order progress throughout the production lifecycle.


• Identify potential risks or delays and communicate them to stakeholders in advance.


• Resolve product, service, artwork, or order-related issues in a timely and professional manner.


• Escalate issues when necessary to ensure customer satisfaction and order success.

Customer Satisfaction & Relationship Management

• Deliver consistent service excellence to support customer satisfaction and retention.


• Build strong relationships with customers to encourage repeat business.


• Maintain a customer-first mindset in all interactions and decisions.

Job Qualifications

Qualifications:

• Experience in customer service, order management, or a related field.


• Strong communication and active listening skills.


• Proficiency in CRM/ERP systems such as NetSuite, Salesforce, Commonsku or similar platforms.


• Familiarity with Microsoft Excel or Google Workspace tools.


• Strong attention to detail and accuracy in data entry and order processing.


• Ability to manage high-volume workloads in a fast-paced, deadline-driven environment.


• Strong problem-solving skills and ability to handle customer concerns professionally.

Core Competencies:

• Customer Service Excellence


• Attention to Detail


• Communication & Coordination

Job Overview

Company OFFICE BEACON (PHILIPPINES), INC.

Employment Type Full-Time

Experience 1-2 Years

Education High School Diploma

Personnel Needed 20 Open

Category Customer Service

Services Customer Support, Call Center, Customer Service & Customer Support, Order Processing & Order Management, CRM/ERP Systems – NetSuite, Salesforce, Commonsku, Customer Communication & Coordination, Issue Resolution & Problem Solving

Location 1F3 PhilExcel Business Center 10 PhilExcel Business Park MA Roxas Highway Clark Freeport Zone