Customer Service Specialist

Company Overview: We are a dynamic and growing wholesale distribution company specializing in dropship fulfillment. Our mission is to provide our customers with top-quality products and outstanding service. As we expand, we are looking for a dedicated Customer Service Specialist to join our team and play a key role in ensuring our customers have a seamless experience from order placement to delivery.

Job Summary: The Customer Service Specialist will be responsible for managing customer inquiries, processing orders, and ensuring the timely fulfillment of orders for our eCommerce and dropship customers. This role requires excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment. The ideal candidate will have experience in customer service, order management, and a strong understanding of eCommerce and dropship fulfillment.

Key Responsibilities:
• Provide exceptional customer service by responding to customer inquiries via email and chat
• Manage the end-to-end order process, including order entry, order updates, order tracking, and ensuring timely delivery of products to customers.
• Handle customer complaints and issues, working with the relevant departments to resolve them quickly and effectively.
• Monitor order status and proactively communicate any delays or issues to customers, offering solutions when necessary.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Assist in the development and implementation of customer service policies and procedures to improve overall customer satisfaction.
• Collaborate with the Sales Manager to provide feedback on customer preferences and pain points to improve the overall shopping experience.
• Assist with returns and exchanges, ensuring that all processes are handled smoothly and efficiently.
• Continuously seek opportunities to improve the customer service and order management processes.


Qualifications:
• Proven experience in customer service and order management, preferably for Brick & Mortar stores
• Fluent in English both written and verbal
• Excellent customer service skills with experience communicating via email and virtual chat
• 2+ years of experience managing orders and/or order operations using Enterprise Resource Planning software (ERP) or other order management system(s).
• Strong organizational skills with the ability to multitask and prioritize workload effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM systems.
• Familiarity with Brick & Mortar and Retail store practices
• Ability to work independently and as part of a team in a fast-paced environment.
• Problem-solving skills and a customer-focused mindset.
• Ability to handle difficult customers with professionalism and empathy.
• Works well in a remote environment


Hours:

Monday – Friday | 8 am to 5 pm ET | 8 pm – 5 am PHT

Salary:

$800 per month