Customer Support & Order Specialist

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

The Customer Support & Order Specialist will serve as a first point of contact for customers across phone, email, chat, and other communication channels. The role will support customers with orders, products, pricing, shipping, freight, returns, warranties, and account-related questions while accurately processing transactions and coordinating with internal teams and carriers.

This is an entry-level opportunity suited to someone early in their customer service career who is organized, dependable, and eager to learn. The Customer Support & Order Specialist will initially focus on order acknowledgements and shipment updates before expanding into a broader range of customer inquiries as they become familiar with the company’s systems and processes.

More complex transactions, including certain cancellations, claims, warranties, and refunds, are handled by senior representatives, providing an opportunity to expand responsibilities over time.

LOCATION

Fully Remote | 9:00 AM - 5:00 PM CST

KEY RESPONSIBILITIES

CUSTOMER SUPPORT

• Respond to customer inquiries through phone, email, chat, and other communication channels.

• Assist customers with questions related to orders, products, pricing, shipping, freight, returns, warranties, and accounts.

• Provide clear and proactive updates to customers throughout the resolution process.

ORDER PROCESSING

• Process customer orders and order-related transactions accurately within company systems.

• Support order changes, cancellations, returns, replacements, refunds, claims, and related transactions.

• Begin with order acknowledgements and shipment updates before progressing into more complex customer inquiries and transactions.

SHIPMENT COORDINATION

• Coordinate shipments and deliveries with carriers, branches, vendors, Supply Chain, and other internal teams.

• Provide customers with updates regarding shipment status and delays.

• Help ensure orders continue moving through the fulfillment process.

ISSUE RESEARCH & RESOLUTION

• Research customer issues involving orders, deliveries, freight, billing, product availability, and warranty claims.

• Resolve customer issues within the scope of the role.

• Escalate complex situations to senior representatives when appropriate.

E-COMMERCE & SALES SUPPORT

• Support e-commerce and inside sales activities.

• Assist with order confirmations, tracking requests, customer follow-up, and fulfillment-related questions.

RECORDKEEPING

• Maintain accurate customer records, order documentation, and case notes within company systems.

• Ensure customer interactions and order information are properly documented to support effective communication and issue resolution.

CROSS-FUNCTIONAL COLLABORATION

• Collaborate with Sales, Freight, Branches, Operations, Supply Chain, and other internal departments.

• Coordinate across teams to ensure customer requests are resolved accurately and on time.

SERVICE STANDARDS & PROCESS IMPROVEMENT

• Follow established customer service policies, procedures, and quality standards.

• Meet departmental service levels and performance expectations.

• Identify recurring customer issues and communicate trends or process-improvement opportunities to leadership.

• Provide additional cross-functional support as assigned to meet business and customer needs.

QUALIFICATIONS

EXPERIENCE

• Entry-level role; previous experience is not required.

• Background or genuine interest in customer service, order support, or e-commerce is a plus.

• Experience with HubSpot, Adobe Commerce Cloud, or a similar CRM or e-commerce platform is a plus.

• Experience in a product, distribution, or supply-chain-oriented customer service environment