Home - Based Customer Service Representative

Delegate CX; Philippines; Remote; PHP 301,000 - 391,000; Full time

Benefits offered by this job

Work-from-home opportunities

Travel allowances

Meals provided

Job summary

DCX is seeking a CSR / Order Management Specialist for a home-based role serving US clients. The role emphasizes accurate order processing, proactive customer care, and close coordination with sales and vendors.

You will learn new skills and adapt to shifting priorities while supporting a fast-growing company. The ideal candidate will have strong English communication, prior customer service or order management experience, and meticulous attention to detail.

Qualifications

• 2+ years of experience in a customer service or order management role.
• Experience handling post-order tracking and shipments is preferred.
• Strong attention to detail and ability to learn new programs quickly.

Responsibilities

• Provide friendly customer care and support for sales and orders.
• Review submitted orders for accuracy and completeness.
• Track orders to ensure timely shipping and update customers accordingly.
• Build relationships with suppliers and stay informed on product knowledge.

Skills

Excellent English

Administrative support

Multi-priority handling

Customer service

Post-order tracking

Attention to detail

CRM systems

Team player

Company programs

Tools

Order management software

CRM software

Job description

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.

This is a general consideration posting.The CSR / Order Management Specialist positionis a regularlysought-after role and we will review applicants under this posting weekly to find ideal matches for clients as this position type comes open.

The DCX Home Based CSR / Order Management Specialistwill work as a full-timewith a rapidly growing US-based company. You will get a chance to learn new skills as well as demonstrate skills you've learned in the past. You will be responsible for closely following the instructions and processes outlined by our client.

The daily tasks will vary so it will be necessary to be very flexible in this position. Other necessary characteristics of the job include having a strong attention to detail, the ability to work well with co-workers, and a desire to learn new work skills.

Ideal Candidates will be:

• Highly proficient communicator in both spoken and written English

• Have a love for administrative support

• Is comfortable quickly shifting between multiple priorities

• Direct experience in a customer service role

• Direct experience handling post-order tracking and shipments

• Hyper-focused on the details

• Has experience usingorder management or CRM systems

• Is a team player above all

• Is a quick to pick up company-specific programs

• Excellent attention to details

Responsibilities:

Friendly Customer Care and Great Sales Support

• Take charge of customer problems, vendor errors, and shipping discrepancies by responding on the same day with profitable solutions.

• Communicate and elevate order issues before problems occur.

• Develop and cultivate positive salesperson partnerships with proactive support and personal attention to show you care and reinforce you're a team

• Perform other duties as assigned by the President/Manager from time to time.

Process Submitted Orders

• Review Submitted Orders for properly formatted artwork, completeness, accuracy, delivery timeline, and acceptable margin. Any job that is found to be non-compliant should be returned to pending and the Sales Representative notified immediately by Job Tracker e-mail detailing the issue that must be resolved so the job may be processed.

• Create and Send Purchase Order (s) and Artwork to Vendor (s) (Alert Accounting and Sales Representative Immediately if unable to process an order due to Past Due Balance or Credit Limit Exceeded by Job Tracker e-mail)

• Generate Packing Slips and Backorders as needed

• Edit Follow-up Date and Job Tracker with detailed notes as needed so anyone viewing the Job Tracker is well-informed and understands the current state of the job.

Track Orders To Ensure Time Shipping using the Job Tracker

• Contact Vendor to confirm receipt of order/art and obtain ESD, tracking # or proof status and document in order tracker and manage Follow-Up Date

• E-mail Order Acknowledgment to the Customer once the ship date is provided by the Vendor

• Document tracking # including carrier and e-mail Shipping Confirmation to Customer immediately upon receipt

• Properly schedule Follow-up Dates for special action orders (Critical or Critical Rush) to ensure on-time shipment and expedite or elevate as applicable.

• Process vendor acknowledgments/proof approvals on the same day received.

• Follow up with vendors for invoices within 48 hrs after an order has shipped so BI customer is billed in a timely manner and BI can take advantage of rebates by paying our vendors within outlined terms

• Edit Purchase Order, Sales Order, and Job Description Header as needed to match Vendor Invoice (i.e. Quantity and Cost) to ensure customers are billed accurately, Sales Representative commission is paid correctly, and repeat orders are produced correctly.

• Ensure Job Tracker is completed daily (i.e. no records found)

Product Knowledge and Supplier Relations

• Build relationships with supplier reps by attending office supplier meetings and local tabletop shows (some national shows for Sr. CSRs.)

• Review supplier catalogs and learn product knowledge to quickly provide product ideas and lead time.

Role Details and Requirements

• Industry: Promotional

• Work Shift: 8:00 AM - 5:00 PM (CST)

• Workdays: Monday - Friday (USA)

• Written and spoken English skills: Very Proficient

• 2+ years of Experience in a customer service or order management role

• Preferred:Promotional product experience

• Proficient with Microsoft Applications

• Proficient with Google Applications

• Has direct experience in the promotional industry OR relatable e-commerce experience.

• Salary package: PHP 27,000.00 - 35,000.00

About DCX

DCX is a leading BPO that supports growth-minded small and medium-sized businesses in the United States. If you're interested in working with some of the fastest-growing companies in the USA, we're excited to have you apply!

To our customers, we promise that we will help them focus on their most important goals by providing superior back-office services. We bring a mindset of quick response, attention to detail, and innovative ideas to all that we do for our customers.

To our team members, we promise to be a company that is, first and foremost, dedicated to our employees. We aim to be a compassionate organization that looks after everyone's well-being through generous salaries, empathetic management, and growth-oriented training. We are always looking to offer perks in addition to pay, including work-from-home opportunities, travel allowances, meals, and more.

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