Customer Service Analyst

About the role

Helpware is hiring a Customer Service Analyst in Cebu, Philippines, to deliver high-quality customer service to internal and external customers. The role combines order management and supply chain/logistics expertise with data management and analytical skills, supporting the internal Sales organization through solution-based selling. The position runs 8:00 to 5:00 am EST.

Key responsibilities

• Receive orders and enter them accurately into the database, coordinating with other departments on order status, shipping dates and product availability or backorders.
• Ensure product delivery meets regulatory, manufacturing, customer and contractual requirements.
• Manage a group inbox in Salesforce.com, distributing work according to training and leadership guidance.
• Document order entry and shipping discrepancies, propose next steps and escalate where necessary.
• Proofread and release orders according to requirements and training.
• Maintain a high level of accuracy, especially in order management, and handle several tasks at once under deadlines.
• Follow up on inquiries from customer service management and other departments such as marketing and sales, and help investigate and resolve problems.

Required profile

• Minimum 3 years of order management experience.
• Excellent customer service skills, including order services and logistics/shipping knowledge.
• Detail-oriented, quick learner, self-starter and team player who can work with cross-functional teams.
• Strong written communication and the ability to solve problems independently.

Required skills

• Order management and supply chain knowledge.
• Preferred: experience with SAP or other ERP systems.
• Preferred: experience with Salesforce.com or other CRM systems.