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Customer Support Representative

Remote:

Full Remote

Contract:

Fixed term

Work from:

Philippines

Offer summary

Qualifications:

3+ years in Customer Services or Sales Support role, Technical proficiency with Microsoft Office, Salesforce, SAP.

Key responsabilities:

Act as primary support for customers during sales engagement
Create and manage customer accounts and process orders

Celeste Startup https://goceleste.co/

2 - 10 Employees

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Job description

⭐️ This is a 100% work from home, Independent Contractor role for someone based in the Manila or Cebu metro markets. This full-time role works on United Kingdom (GMT) hours ⭐️

The company: We’re currently working with a global leader in manufacturing temperature-controlled packaging and service solutions for the global life sciences industry. Their shippers are trusted worldwide to safeguard critical treatments, no matter the conditions.

The role: As a Customer Support Representative, you’ll be the go-to connection between our European customers and our internal teams, keeping everything running smoothly.

In this role, you’ll handle new account setups, manage sales orders, and keep customers in the loop about their order status and delivery dates. But it’s more than just processing requests—you’ll be the friendly, knowledgeable voice that makes every interaction feel seamless.

Your mission is to build and maintain strong customer relationships by delivering top-notch, ‘world-class’ service every step of the way.

In this role you will:

Customer Support & Communication

Act as the primary support for assigned customers during sales engagement, onboarding, and ongoing support.
Respond promptly and positively to all incoming customer service calls and emails.
Maintain strong customer relationships by ensuring expectations are set and achieved.
Handle customer concerns and complaints, documenting and addressing issues while coordinating corrective actions.
Attend weekly production meetings to manage customer expectations.

Order & Account Management

Create and manage customer accounts, process credit approvals, and complete supplier qualification forms.
Oversee the entire order process, including processing customer orders and handling all related communication.
Maintain electronic records of transactions.
Create order acknowledgments, confirm delivery dates, and update SAP as needed.
Communicate Advanced Shipping Notifications (ASN) to customers.
Assist with intercompany orders and warranty claims.
Support the return merchandise authorization (RMA) process.

Collaboration & Coordination

Serve as a liaison between Account Executives in the field and internal sales and operations teams.
Work closely with internal and external sales teams and other operational departments to ensure seamless order fulfillment.
Participate in troubleshooting and escalate concerns to cross-functional teams and management as needed.

Administrative & Compliance Responsibilities

Ensure customer information is accurately recorded and maintained.
Follow company policies and procedures as outlined in the Employee Handbook, AWAIR, and/or applicable employment agreements.
Adhere to safety guidelines and procedures related to the role.
Perform additional administrative tasks to support customer service and sales departments as needed.

About you:

Legally eligible to work in the Philippines.
Strong fluency in verbal and written English.
As an independent contractor, you must have your own laptop / computer and secure, high speed, secure internet access.
3+ years in a Customer Services or Sales Support role (or similar) leading customer facing projects.
Technical proficiency with Microsoft Office, Salesforce, SAP and electronic order processing software
A great communicator who’s comfortable with emails, calls, and problem-solving on the fly.
Requires exceptional attention to detail and accuracy.
Excellent analytical, organizational and negotiation skills.
Customer focused, with a pro-active approach towards meeting customer expectations.