About Shore360:
Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.
Job Summary
The Client Experience Specialist is responsible for providing administrative and operational support to ensure the accurate and timely processing of customer orders, returns, account information, payments, and related transactions. The role focuses on order management, data entry, returns and RMA processing, credit administration, customer account maintenance, payment reconciliation, documentation, and internal coordination.
The successful candidate will work closely with customers and internal teams, including Sales, Operations, Finance, Logistics, and Planning, to resolve inquiries, maintain accurate records, and ensure customer requests are completed efficiently and within required timelines.
Key Responsibilities
1. Order Management and Administration
- Review and process customer purchase orders and order requests accurately and within established timelines.
- Verify customer, product, quantity, pricing, delivery, and payment details before processing orders.
- Enter and maintain accurate order information and customer records in company systems.
- Assist with new customer account setup and maintain customer master data, including contact, billing, and shipping information.
- Create and manage purchase orders and related documentation.
- Monitor open orders and follow up on outstanding requirements, changes, and cancellations.
2. Returns, RMA, and Credit Administration
- Process customer returns, Return Merchandise Authorization (RMA) requests, credits, and related documentation.
- Maintain accurate records of returns, credits, order adjustments, cancellations, and other transactions.
- Assist with credit hold administration and coordinate with the Finance team when necessary.
- Investigate and help resolve discrepancies related to orders, returns, credits, and customer accounts.
3. Payment Support and Account Maintenance
- Match customer payments against invoices and assist with payment reconciliation.
- Follow up with customers regarding outstanding payment information and documentation.
- Maintain accurate records of payment follow-ups, account activity, and customer communications.
- Coordinate with Finance to address payment discrepancies and other account-related concerns.
4. Customer Communication and Internal Coordination
- Communicate with customers by phone and email to obtain information, provide updates, and address administrative inquiries.
- Coordinate with Sales, Operations, Finance, Logistics, Planning, and other internal teams to ensure customer requests are completed efficiently.
- Share relevant customer information and transaction updates with internal stakeholders.
- Follow up on outstanding internal actions and escalate complex customer or operational issues to the appropriate team.
- Maintain clear, professional, and timely communication throughout the customer service process.
5. Documentation, Reporting, and Process Improvement
- Prepare routine reports, spreadsheets, correspondence, and administrative summaries.
- Perform accurate data entry and review records for completeness and consistency.
- Maintain organized electronic records and supporting documentation while promoting a paperless work environment.
- Ensure the work area remains organized and efficient.
- Develop a strong understanding of company products, systems, and business processes.
- Identify opportunities to improve administrative accuracy, operational efficiency, and customer service.
- Perform other related customer service and administrative duties as required.
Qualifications and Requirements
- 2–4 years of experience in order management, customer service, sales administration, or a related field.
- Strong written and verbal communication skills for effective customer interactions and internal collaboration.
- Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
- Experience with Oracle is preferred.
- Strong data entry, documentation, and record-keeping skills, with a high level of attention to detail.
- Ability to manage multiple tasks, prioritize workloads, and meet deadlines in a fast-paced environment.
- Strong problem-solving and organizational skills, particularly in handling order, payment, and account discrepancies.
- Ability to perform basic and advanced calculations involving whole numbers, fractions, decimals, percentages, and ratios.
- Ability to prepare routine reports, spreadsheets, and business correspondence accurately and clearly.
- A customer-focused mindset and commitment to delivering exceptional service.
Working Conditions
- Work is performed in a typical office environment.
- The role requires regular communication with customers and internal stakeholders through phone and email.
- The position involves administrative tasks, data entry, documentation, and the use of computer-based business systems.
Equal Employment Opportunity
Caesarstone is committed to fostering an inclusive and accessible workplace. As an equal opportunity employer, the company values diversity and inclusion and welcomes applications from qualified individuals, including persons with disabilities.
Company Values
- People First: Treat others with fairness and respect, support professional growth, and prioritize health and safety.
- Accountability: Take ownership of actions, business responsibilities, and the company's future.
- Innovation: Embrace fresh thinking and new ideas that create value.
- Winning Spirit: Maintain a positive, proactive, and results-oriented attitude while striving for excellence and celebrating achievements.
Work Arrangement:
- Work From Home
- 9:30PM-6:30AM PH Time
Shore Xtra Perks
- Day 1 HMO Coverage
- Unlimited Barista Coffee all shift long
- Free Parking & Shuttle
- Premium Game Lounge – Relax and recharge in our dedicated on-site recreational zone
- Social Passion Clubs – Photography, Dance, Fitness, Book, and Music Clubs
- Engaging Monthly Events – Enjoy regular team activities, celebrations, prizes, and rewards
- Referral Incentives – Get rewarded for bringing top talent to the team
- Statutory Benefits – Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays
- Employee Referral Incentives (Bronze)
