Home-Based Customer Service Representative (Promotional Order Management )

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

Benefits offered by this job

Permanent work-from-home setup

Industry exposure with US clients

Company equipment provided

Internet stipend upon regularization

HMO coverage upon regularization

PTO credits and service incentive

Job summary

DCX is hiring a Home‑Based Customer Service Representative (Promotional Order Management) to support US-based clients in a full‑time role. The candidate will follow client instructions, maintain accurate order data, and ensure smooth post‑order processes with vendors and carriers.

You will work with a fast‑growing team, focusing on order fulfillment, tracking, and timely communications. Strong English, detail orientation, and CRM proficiency are essential, with training provided for company

Qualifications

• Clear, professional spoken and written English for handling customer inquiries, emails, and internal coordination.
• Attention to detail in order data, tracking numbers, and shipment records.
• Ability to multitask and prioritize between competing tasks and deadlines.
• Hands-on experience resolving customer issues and managing post-order tracking and shipments.
• Proficiency with order management or CRM systems and ability to learn company-specific tools.
• Availability to work Monday to Friday, 8:00 AM to 5:00 PM CST (USA hours).

Responsibilities

• Take charge of customer problems, vendor errors, and shipping discrepancies with same-day solutions.
• Communicate and resolve order issues before they occur.
• Develop proactive partnerships with the Sales team and provide attentive support.
• Process submitted orders, create POs, and manage artwork and delivery timelines.
• Track orders to ensure on-time shipping and update the order tracker.

Skills

Communication Excellence

Attention to Detail

Multitasking and Prioritization

Customer Service and Order Fulfillment

Systems Proficiency

Tools

CRM systems

Order management software

Job description

Hiring Priority: Active Hiring

TheDCX Home-Based Customer Service Representative (Promotional Order Management)will 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.

REQUIRED CORE COMPETENCIES

• Communication Excellence:Clear, professional spoken and written English for handling customer inquiries, emails, and internal coordination.
• Attention to Detail:Accuracy in order data, tracking numbers, and shipment records, with a consistent eye for catching errors before they reach the customer.
• Multitasking and Prioritization:Comfort shifting quickly between competing tasks and deadlines without losing quality or focus.
• Customer Service and Order Fulfillment Support:Hands‑on experience resolving customer issues and managing post‑order tracking and shipments from dispatch to delivery.
• Systems Proficiency and Adaptability:Skill with order management or CRM systems, plus the ability to quickly learn company‑specific programs and tools.

WHAT YOU WILL DO

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 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.

WHAT WE LOOK FOR

• Customer service or order management background:At least 2 years of experience in a customer service or order management role.
• Promotional or e-commerce experience:Direct experience in the promotional products industry is preferred, but relatable e‑commerce experience is also welcome.
• Post‑order and shipment know‑how:Comfortable tracking orders and shipments and keeping customers informed from dispatch to delivery.
• Tech‑savvy:Proficient with Microsoft and Google applications, and quick to learn order management or CRM systems and company‑specific programs.
• Detail‑driven and adaptable:Highly accurate, able to shift between multiple priorities, and a team player who enjoys administrative support work.
• Schedule flexibility:Available to work Monday to Friday, 8:00 AM to 5:00 PM CST (USA hours).

WHAT WE OFFER

• Competitive salary:PHP 27,000.00 to 35,000.00 per month, depending on experience.
• Stable schedule:Monday to Friday shift with weekends off.
• Industry exposure:The opportunity to build a career in the promotional products industry and work with US‑based clients and teams.
• Growth and learning:Hands‑on training in company systems and processes, with room to grow your skills and responsibilities.
• Collaborative culture:A supportive, team‑first environment where your attention to detail and administrative skills are valued.

BENEFITS OF WORKING WITH US

• Industry‑leading salary packages
• Permanent work‑from‑home setup
• Company equipment provided
• Government‑mandated benefits employer share
• Internet stipends upon regularization
• HMO Coverage upon regularization (with an option to enroll as early as Day 1)
• PTO credits and service incentive leaves
• Major spring and winter company live events
• Monthly employee appreciation virtual events
• Company‑provided career skills training courses
• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth‑focused small and medium‑sized businesses across the United States to discover the perfect global talent to enhance their teams.

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.

If you are on the lookout for a company that values growth and places a strong emphasis on its people‑centered culture, then DCX is the place for you. As we say around here, LET'S GROW!

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