Home - Based Customer Service Representative

DCX PH; Philippines; Remote; PHP 301,000 - 391,000; Full time

Job summary

DCX Philippines is seeking a Home Based CSR / Order Management Specialist for a full-time role with a US-based client. You will handle order processing, shipping coordination, and customer support from home, following client procedures and embracing strong attention to detail.

Ideal candidates are excellent communicators in English, with 2+ years in CS or order management, experience with order management or CRM systems, and the ability to shift between priorities quickly while delivering

Qualifications

• Highly proficient communicator in English (spoken and written).
• Love for administrative support.
• Comfortable switching between priorities.
• Direct experience in customer service.
• Direct experience handling post-order tracking and shipments.
• Detail-oriented and team player.
• Familiar with order management or CRM systems.
• Quick to learn company programs.
• Excellent attention to detail.

Responsibilities

• Friendly customer care and great sales support.
• Resolve customer problems and shipping discrepancies promptly.
• Communicate order issues to prevent problems.
• Develop partnerships with proactive support.
• Follow vendor instructions and process orders.
• Track orders to ensure on-time shipping.
• Prepare and send invoices and packing slips.
• Update Job Tracker with current status.
• Coordinate with vendors on proofs and approvals.

Skills

English proficiency

Customer service

Multitasking

Team player

Learning mindset

Tools

Order management systems

CRM systems

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 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 escape order issues before problems occur.

Develop and cultivate positive salesperson partnerships with proactive support

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 mo