Order Management & Customer Service Representative
The Order Management & Customer Service Representative serves as a key liaison between our customers, internal teams, and external partners. This role is responsible for ensuring a smooth end-to-end customer experience, from order processing and fulfillment to post-sale support , while upholding Swiss Madison’s commitment to excellence, efficiency, and customer satisfaction.
Essential Functions
Customer Service
- Respond promptly and professionally to customer inquiries via phone, email, and ticketing systems regarding product information, order status, shipment confirmations, and installation questions.
- Maintain detailed and accurate case records in Help Scout, following established Standard Operating Procedures (SOPs) for escalation and resolution.
- Collaborate closely with the logistics, warehouse, and sales teams to resolve product or fulfillment-related concerns efficiently.
- Provide exceptional customer service that aligns with company values and satisfaction goals.
- Handle customer communications through email, supplier channels, and retail platforms (Amazon, Wayfair, Overstock, etc.).
Order Management
- Enter, track, and confirm both B2B and B2C orders using EDI, vendor portals, and SellerCloud.
- Coordinate with fulfillment centers and 3PLs to ensure timely shipments and proactively address delivery issues or delays.
- Monitor and reconcile discrepancies between purchase orders, invoices, and shipping records.
- Maintain organized and accurate order documentation for coordination with accounting and customer service teams.
- Review and process order cancellations, ensuring unshipped products are halted in time.
- Manage and follow through on credit memos, RMAs, and damage claims to resolution, documenting progress throughout the claims process
Wholesale Account Management
- Develop and maintain strong relationships with wholesale partners to ensure a positive experience.
- Provide pricing, quotes, and product information for wholesale customers.
- Create and manage new wholesale accounts and process wholesale orders efficiently.
Daily Tasks
- Complete all assigned tickets and customer communications by end of day, with clear follow-up notes and response timelines.
- Prioritize key daily actions including:
Wayfair, Amazon, and Overstock portal updates (must be completed before 12 PM EST).
Review and process overdue orders, replacement parts, and pending customer requests.
Monitor Amazon Seller messages, reviews, and BazaarVoice feedback to ensure prompt customer engagement.
- Review assigned Help Scout ticket buckets and follow up using sound judgment and customer-first thinking.
- Execute all additional tasks or projects as assigned.
- Role type
- Customer Service
- Role
- Customer Support Representative
- Locations
- Robinsons Cyberscape Gamma, Ortigas Center, Pasig City
- Work Schedule
- Monday to Friday (9:00 PM to 6:00 AM Philippine Time)
- Shifting Schedule?
- false
- Shifts with Daylight Savings?
- false
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.