Customer Service Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver exceptional customer service and sales assistance.

• Address customer inquiries, vendor mistakes, and shipping issues with prompt responses on the same day.

• Proactively communicate and escalate any order-related concerns.

• Foster positive relationships with sales representatives through proactive assistance.

• Examine submitted orders for proper artwork formatting, completeness, accuracy, delivery timelines, and profitability.

• Return non-compliant orders to pending status and inform Sales Representatives.

• Generate and dispatch purchase orders and artwork to vendors.

• Create packing slips and manage backorders.

• Keep Job Tracker updated with notes, follow-up dates, and order statuses.

• Monitor orders and verify vendor receipt, estimated shipping dates, tracking numbers, and proof statuses.

• Send order acknowledgments and shipping confirmations to customers.

• Schedule follow-ups for critical and urgent orders; expedite or escalate as necessary.

• Process vendor acknowledgments and proof approvals on the day they are received.

• Follow up with vendors for invoices within 48 hours post-shipment.

• Edit purchase orders, sales orders, and job description headers to align with vendor invoices.

• Ensure Job Tracker is updated daily.

• Build relationships with suppliers by participating in supplier meetings and tabletop shows.

• Review supplier catalogs and enhance product knowledge to offer product suggestions and lead times.

• Carry out additional responsibilities as assigned by the President/Manager.

⛳️ Requirements

• Excellent proficiency in both spoken and written English.

• Passion for providing administrative support.

• Ability to adapt to shifting priorities effectively.

• Direct experience in a customer service environment.

• Hands-on experience with post-order tracking and shipments.

• Familiarity with order management or CRM systems.

• Strong attention to detail.

• Collaborative team player.

• Quick learner of company-specific software.

• Minimum of 2 years of experience in customer service or order management roles.

• Proficient in Microsoft Applications.

• Proficient in Google Applications.

• Direct experience in the promotional industry or relevant e-commerce background.

• Preferred: Experience in promotional products.

• Availability to work 8:00 AM–5:00 PM CST, Monday–Friday (USA).

🏝️ Benefits

• Opportunities to work from home.

• Travel allowances.

• Meal provisions.

• Training focused on growth.

• Competitive salaries.

• Supportive management.

• Programs for employee well-being.