Customer Service And Order Entry Associate

Job Category: Customer Service | JR-19663

Job Location: Angeles | Mabalacat, Pampanga

Expand your skills and grow your career by being part of a growing US-based team here in the Philippines! If you are looking for a new job opportunity, apply now for this role! Why will love working with this Client? This client is a business operating in the United States, as a trusted distributor of top-tier Carpentry and Woodworking tools. Join them today and experience greater opportunities! Location / Shift Angeles | Mabalacat Office, Morning Shift NOTE: You must be willing to work in the office in the above office location to apply for this position Job Summary The Customer Service and Order Entry Associate is responsible for delivering exceptional customer support by managing inquiries, accurately processing orders, and ensuring timely order confirmations within the NetSuite ERP system. This role includes case management, collaboration with internal teams, and maintaining detailed records to resolve issues effectively while supporting business operations and customer satisfaction. Key Responsibilities: Customer Service

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Assist customers with product or service information, troubleshooting, and recommendations.
• Maintain detailed case records and track issue resolutions within the case management system.
• Monitor and follow-up on open cases to ensure timely resolution and customer satisfaction.
  
  

Order Entry and Management

• Accurately input customer orders, modifications, and returns into the NetSuite ERP system, including orders received by EDI, email or portals
• Confirm and verify order details such as pricing, product availability, shipping terms, and timelines.
• Generate and send order confirmations to customers promptly.
• Monitor order progress, proactively address delays, and communicate updates to customers.
• Ensure all order information is complete, accurate, and compliant with company policies.
• Proactively collaborate with warehouse personnel to ensure orders are shipped accurately on-time
• Work with internal teams to process marketplace orders and inventory transfers from platforms such as amazon.com and Homedepot.com
  
  

Collaboration and Reporting:

• Coordinate with internal teams, such as Sales, Shipping, and Accounting, to address order-related issues.
• Identify and escalate process bottlenecks or recurring issues to management for resolution.
• Prepare and maintain reports on order status, performance metrics, and case resolution timelines.
  
  

Requirements Qualification:

• Proven experience in customer service, order entry, or related roles, preferably using NetSuite ERP.
• Strong attention to detail and ability to maintain accuracy under tight deadlines.
• Excellent communication, problem-solving, and organizational skills.
• Proficiency in CRM and ERP systems (NetSuite experience highly preferred).
• Ability to multitask and adapt to dynamic customer and business needs.
  
  

Key Deliverables:

• 100% accuracy in order entry and confirmation within NetSuite ERP.
• Timely delivery of order confirmations to customers within service level agreements (SLAs).
• Resolution of customer inquiries and cases within expected timeframes.
• Up-to-date, organized case and order documentation in the system.
• Contribution to continuous improvement by identifying and recommending process enhancements.
  
  

Why join optiBPO? optiBPO is an exciting workplace where you will be surrounded by smart, talented, and motivated professionals that supports clients across Australia, New Zealand, the United States, Canada, the United Kingdom, and Europe. optiBPO helps clients in planning, building, and managing dedicated offshoring teams in the Philippines. Enjoy great perks and benefits, such as an in-house medical team and HMO coverage. We maintain a healthy workplace that promotes collaboration, creativity, and teamwork. It is important for us to help you advance your career by elevating growth strategies and learning opportunities throughout your career journey with us. More Jobs Available

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