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Customer Solutions Specialist

1 month ago
Philippines
Full-time
Junior
Customer Support
Customer and Technical Support
SAP
Apply Now
Virtual Assistance Services

Virtual Assistance Services

VirtualStaff365 is a Melbourne-based outsourcing specialist that helps Australian businesses source, hire, and retain virtual staff. They assist in improving operational efficiency, reducing staffing costs, and growing businesses by providing professio...

Professional Services
11-50
Founded 2016
View All Jobs 24

Description

  • Process new customer orders received via email, phone, dropshipping, and EDI channels.
  • Manage end-to-end order-to-cash activities, including order processing, warehouse requests, transport requests, and invoice or credit issues.
  • Manage back orders and hold orders to support complete order lifecycle handling.
  • Perform system order updates, amendments, and other non-automated operational steps.
  • Coordinate booking administration, delivery windows, and pre-booking tasks for deliveries.
  • Handle customer and consumer enquiries across Zendesk, email, voice messaging, live chat, and social media.
  • Monitor primary communication platforms daily, including MS365 email and the Zendesk Suite.
  • Investigate and resolve transport issues, logistics delays, customer returns, and claims cases.
  • Complete end-to-end claims processing and address warranty and claim enquiries within company authority limits.
  • Communicate clearly with internal stakeholders and external customers while meeting SLA and turnaround targets.

Requirements

  • Proven prior experience in order management, order processing, and operations-focused environments.
  • Demonstrated experience handling claims processing and system automation workflows.
  • Strong hands-on experience using Zendesk or a similar customer service suite.
  • Intermediate proficiency with Microsoft Office suite.
  • Exposure to ERP systems such as SAP or Microsoft AX.
  • Experience with dropship and marketplace portals.
  • High level of English competency for communication with clients, suppliers, and internal teams.
  • Outstanding attention to detail and strong relationship management skills.
  • Ability to work under pressure in a fast-moving environment while maintaining a positive attitude and sense of humour.
  • Home workspace equipped with multiple screens above 2K resolution.
  • Prior experience in the homewares, kitchenware, or consumer goods retail and distribution sector is preferred.
  • Deep familiarity with EDI orders and complex marketplace portal logic is preferred.
  • Experience navigating and optimizing workflows in Microsoft AX is preferred.

Benefits

  • Permanent work-from-home setup.
  • Day shift aligned with Australian business hours.
  • Full-time position.
  • HMO coverage.
  • Annual leave.
  • Christmas bonus equivalent to 1 month's wage, pro-rata.

Interested in this position?

Apply directly on the company website

Apply Now

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