Order Processor

clarkoutsourcing; Angeles; On-site; PHP 201,000 - 268,000; Full time

Benefits offered by this job

Health benefits

Swimming pool in office

Scholarship programs

CO Academy access

Travel opportunities to US/UK/Austrlia

Job summary

Clark Outsourcing is seeking an Order Processor to manage customer records, provide product information, and handle complaints with empathy. This on-site role requires accurate data entry, timely follow-ups, and adherence to company policies from Clark Outsourcing in Clark Pampanga.

The position emphasizes maintaining CRM records, offering product details, and resolving issues while meeting performance targets. A college diploma or equivalent is preferred for this role.

Qualifications

• Demonstrated data entry and accuracy in handling customer records.
• Experience in customer service or order processing.
• Ability to learn product details and assist customers.

Responsibilities

• Maintain customer records in the CRM with contact info, order history and special requests.
• Provide product information to help customers decide on purchases.
• Handle complaints with empathy and timely resolutions.
• Follow up after order completion to ensure satisfaction.
• Adhere to policies, data confidentiality, and regulatory compliance.
• Meet performance metrics for accuracy, response time, and satisfaction.
• Suggest process improvements to management.
• Participate in training to enhance product knowledge and entry skills.

Skills

Data entry

Customer service

Attention to detail

Time management

Empathy

Education

College diploma or equivalent

Tools

Salesforce

ERP systems

CRM software

Microsoft 365

Job description

Position Title: Order Processor

Work Set Up: On-site

Schedule: 6:30 AM to 3:00 PM PH Time

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

We are seeking a detail-oriented professional to manage customer records, provide product information, and handle complaints with empathy. This role ensures accurate order processing, timely follow-ups, and adherence to company policies.

What You’ll Do:

• Maintain Customer Records: Update and maintain customer records, including contact information, order history, and special requests, in the company's CRM (Customer Relationship Management) system or database
• Provide Product Information: Assist customers by providing product information, specifications, features, and benefits to help them make informed purchasing decisions
• Handle Complaints: Address customer complaints or dissatisfaction with orders in a timely and empathetic manner. Work towards finding satisfactory resolutions and escalating issues to higher management if necessary
• Follow-Up: Follow up with customers after order completion to ensure satisfaction, gather feedback, and address any remaining concerns or questions they may have
• Adhere to Policies and Procedures: Adhere to company policies, procedures, and guidelines related to order processing, customer service, data confidentiality, and regulatory compliance
• Meet Performance Metrics: Meet or exceed performance metrics such as order entry accuracy, response time to customer inquiries, order processing time, and customer satisfaction ratings
• Continuous Improvement: Continuously seek opportunities to improve order entry processes, customer service workflows, and overall efficiency. Provide feedback and suggestions for system enhancements or process improvements to management
• Training and Development: Participate in ongoing training and development activities to enhance product knowledge, customer service skills, and proficiency in order entry systems and software, and procedures regarding order processing, artwork creation, and quality control

What We’re Looking For:

• Clear and effective communication, both verbal and written, is essential for interacting with customers to understand their orders and address any inquiries or concerns they may have
• Accurate data entry and order processing require a high level of attention to detail to avoid errors and ensure customer satisfaction
• The ability to organize and prioritize tasks efficiently, especially when dealing with multiple orders and customer requests simultaneously, is important for meeting deadlines and maintaining productivity
• A customer-centric approach is crucial for providing a positive experience to customers, resolving issues promptly, and ensuring their needs are met
• Being able to troubleshoot order-related problems, handle customer complaints effectively, and find appropriate solutions in a timely manner is essential for maintaining customer satisfaction
• Proficiency in using computer systems and software for order entry and customer communication, such as the Microsoft 365 Suite, CRM (Customer Relationship Management such as Salesforce) software or ERP (Enterprise Resource Planning) systems, is typically required
• A reasonable typing speed and accuracy are necessary for efficient data entry
• Familiarity with the products offered by the company can help in accurately processing orders and providing relevant information to customers
• Collaboration with colleagues in other departments, such as sales, logistics, artwork team, and indent may be required to ensure smooth order processing and fulfillment
• The ability to adapt to changes in procedures, systems, or customer requirements is important in a dynamic work environment
• Dealing with diverse customer personalities and handling potentially stressful situations require empathy, patience, and a calm demeanor
• Efficiently managing time to process orders within specified deadlines while maintaining quality and accuracy is crucial
• Juggling multiple tasks simultaneously, such as answering phone calls, responding to emails, and entering orders, may be necessary during peak periods
• Previous experience in customer service, data entry, or a similar role can be advantageous
• A college diploma or equivalent is typically the minimum educational requirement, although additional education or vocational training in business administration or customer service can be beneficial

Why You’ll Love Joining the CO Fam!

At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.

Here’s what’s in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!

At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!