Order Management & Payments Specialist

Helpware; Cebu City; On-site; PHP 167,000 - 279,000; Full time

Job summary

Helpware, a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines, is seeking a Customer Support Representative Tier 1 in Cebu City. You will support end-to-end order management, review and process customer orders, manage payment authorizations, and handle RMAs, ensuring timely, accurate assistance for customers and internal teams.

The role requires 6 months to 1 year in customer service or order management, proficiency with Salesforce and ERP systems, and

Qualifications

• At least 6 months to 1 year of experience in customer service, order management, sales support, or a related role.
• Experience using CRM platforms such as Salesforce is preferred.
• Experience with ERP or order management systems (e.g., Macola or similar) is an advantage.
• Strong understanding of order processing, payment authorization, refunds, returns, and customer support processes.
• Excellent verbal and written communication skills with a customer-focused approach.
• Strong analytical and problem-solving skills with keen attention to detail.
• Ability to manage multiple tasks and prioritize work in a fast-paced environment.
• Proficient in Microsoft Office applications, particularly Excel and Outlook.

Responsibilities

• Monitor Salesforce daily to pre-authorize orders and manage cases related to refunds, replacements, and return merchandise authorizations (RMAs).
• Pre-authorize credit card orders, resolve payment declines, and follow up as needed, including updating expiration dates or replacement card information; update credit card information in Salesforce/Ebiz.
• Print invoices, credit memos, and order acknowledgments for customers or internal requests as needed.
• Research orders in Macola and Salesforce to respond accurately to rep and account inquiries; retrieve tracking information for shipment-related questions.
• Respond to inbound calls and emails regarding product, order, and sales inquiries with speed, accuracy, and a professional, empathetic tone.

Skills

Salesforce experience

CRM platforms

Microsoft Excel

Tools

Macola ERP

Ebiz

Job description

Helpware, a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines, is seeking a Customer Support Representative Tier 1 in Cebu City. You will support end-to-end order management, review and process customer orders, manage payment authorizations, and handle RMAs, ensuring timely, accurate assistance for customers and internal teams.

The role requires 6 months to 1 year in customer service or order management, proficiency with Salesforce and ERP systems, and