Customer Solutions Specialist

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

📋 Description

• Process new customer orders received through email, phone, dropshipping, and EDI channels.

• Oversee the complete order-to-cash cycle, including processing, warehouse requests, transport requests, and resolving invoice or credit discrepancies.

• Assist in managing back orders and hold orders to ensure thorough end-to-end order management.

• Execute system order updates, amendments, and manage operational system tasks requiring manual intervention.

• Handle booking administration, coordinate delivery windows, and manage pre-booking tasks for shipments.

• Daily management of primary communication platforms, including MS365 email and the Zendesk Suite.

• Respond promptly to customer and consumer inquiries across Zendesk, email, voice messaging, live chat, and social media platforms.

• Prepare for future expansions into direct consumer interactions via messaging apps and chat tools.

• Follow up on internal requests such as proof of delivery tracking updates, warehouse requests, and carrier assistance inquiries.

• Conduct comprehensive claims investigations and complete the end-to-end claims processing.

• Identify, investigate, and resolve transport issues, logistical delays, and customer returns.

• Address and resolve warranty and claim inquiries within the approved company delegation of authority.

• Communicate effectively, professionally, and transparently with both internal stakeholders and external customers.

• Maintain strong performance KPIs based on workload managed within SLA, targeting an output-driven 24-hour turnaround on emails.

• Embrace a continuous improvement mindset by providing constructive feedback and participating in workshops aimed at optimizing functional workflows.

⛳️ Requirements

• Proven experience in order management, order processing, and operations-focused environments.

• Demonstrated ability to handle claims processing and navigate system automation workflows.

• Strong hands-on experience with Zendesk (or a similar customer service suite) and intermediate proficiency in the Microsoft Office suite.

• Familiarity with ERP systems such as SAP or Microsoft AX, along with dropship and marketplace portals.

• High level of English proficiency to communicate effectively with clients, suppliers, and internal teams.

• Exceptional attention to detail and strong relationship management skills.

• Ability to thrive under pressure in a fast-paced environment while maintaining a positive attitude and sense of humor.

• A home workspace equipped with multiple screens featuring above 2K resolution to efficiently operate across the operational systems.

• Nice-to-Have Skills:

• Prior experience in the homewares, kitchenware, or consumer goods retail and distribution sector.

• Comprehensive understanding of managing EDI orders and complex marketplace portal logic.

• Experience in navigating and optimizing workflows specifically within Microsoft AX software.

🏝️ Benefits

• Permanent work-from-home arrangement.

• Dayshift (Australian business hours).

• Full-time employment.

• Health Maintenance Organization (HMO) benefits.

• Annual leave.

• Christmas Bonus equivalent to 1 month's salary (pro-rata).