Home - Based Customer Service Representative

DCX PH Inc.; Philippines; Hybrid; PHP 301,000 - 391,000; Full time

Benefits offered by this job

Work-from-home opportunities

Travel allowances

Meals

Job summary

DCX PH Inc. is seeking a Home Based Customer Service Representative / Order Management Specialist to join our US-based client-facing team from the Philippines.

This full-time role offers the flexibility of remote work while delivering essential back-office support and order processing. You will handle post-order tracking, communicate with customers and vendors, and ensure accurate order entry, shipping updates, and timely invoicing.

Qualifications

• Highly proficient communicator in both spoken and written English.
• Love for administrative support.
• Direct experience in a customer service role.
• Direct experience handling post-order tracking and shipments.
• Experience using order management or CRM systems.
• Team player with quick adaptability to new programs.
• Excellent attention to detail.

Responsibilities

• Friendly Customer Care and Great Sales Support: handle customer problems, vendor errors, and shipping discrepancies with same-day, profitable solutions.
• Communicate and escalate order issues to prevent problems.
• Develop and cultivate positive partnerships with proactive support and personal attention.
• Process Submitted Orders: review orders for artwork, completeness, accuracy, delivery timeline, and margins; reroute non-compliant cases.
• Create and send purchase orders and artwork to vendors; alert accounting when necessary.
• Generate packing slips and backorders; update follow-up dates and notes in the Job Tracker.
• Track orders to ensure on-time shipping; obtain tracking numbers and confirm shipments to customers.
• Schedule follow-ups for critical orders to expedite or escalate as needed.
• Process vendor acknowledgments and proofs; follow up on invoices within 48 hours after shipment.

Skills

English fluency

Customer service

Administrative support

Order management

CRM systems

Team player

Attention to detail

Promotional industry experience

Tools

Microsoft Office

Google Apps

Job description

## Home - Based Customer Service RepresentativeApply: Remote, Philippines: Full time: Posted Today: JR104787It'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 position is a regularly sought-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 Specialist** will work as a full-time with 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 using order 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 escalate 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 escalate 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.We look forward to receiving your application and getting to know you better!