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Customer Solutions Specialist
Location
Philippines
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Customer Solutions Specialist
VirtualStaff365
- Process new customer orders received via email, phone, dropshipping, and EDI channels - Manage end-to-end order-to-cash tasks and activities, including processing, warehouse requests, transport requests, and handling invoice or credit issues - Assist in managing back orders and hold orders to ensure comprehensive end-to-end order management - Perform system order updates, amendments, and manage operational system steps requiring non-automated actions - Handle booking administration, delivery window coordination, and pre-booking tasks for deliveries - Manage primary communication platforms daily, including MS365 email and the Zendesk Suite - Respond efficiently to customer and consumer enquiries across Zendesk, email, voice messaging, live chat, and social media channels - Prepare for future expansions into direct consumer contacts and enquiries via messaging apps and chat tools - Follow up on internal requests such as proof of delivery tracking updates, warehouse requests, and carrier assistance requests - Conduct thorough claims investigations and complete end-to-end claims processing - Identify, investigate, and resolve transport issues, logistics delays, and customer returns - Address and resolve warranty and claim enquiries 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 attended to within SLA, aiming for an output-driven 24-hour turnaround on emails - Adopt a continuous improvement mindset, providing constructive feedback and participating in workshops to optimize functional workflows
Job Requirements
- Proven prior experience in order management, order processing, and operations-focused environments
- Demonstrated experience handling claims processing and navigating system automation workflows
- Strong hands-on experience using Zendesk (or a similar customer service suite) and intermediate proficiency with Microsoft Office suite
- Exposure to ERP systems such as SAP or Microsoft AX, along with dropship and marketplace portals
- High level of English competency to communicate effectively with clients, suppliers, and internal teams
- Outstanding attention to detail and strong relationship management capabilities
- Ability to work well under pressure in a fast-moving environment while maintaining a positive attitude and sense of humour
- A home workspace equipped with multiple screens featuring above 2K resolution to efficiently operate across the operational systems
- Nice-to-Have Skills
- Prior experience working within the homewares, kitchenware, or consumer goods retail and distribution sector
- Deep familiarity with managing EDI orders and complex marketplace portal logic
- Experience navigating and optimizing workflows specifically within Microsoft AX software
Benefits
- Permanent work-from-home set-up
- Dayshift (Australian business hours)
- Full-time job
- HMO
- Annual leave
- Christmas Bonus equivalent to 1 month's wage (pro-rata)
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