Customer Service Representative

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November 6

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Delegate CX

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B2B • Recruitment • Enterprise

Delegate CX is a company that specializes in helping U. S. businesses scale their teams by providing highly-trained global talent. Through their proprietary 4D process and comprehensive training programs, they streamline the hiring and onboarding processes, making it easier and more cost-effective for companies to grow. Delegate CX emphasizes integrating their outsourced, full-time hires seamlessly into the client company’s teams, providing an additional layer of support for continued business growth.

11 - 50 employees

🤝 B2B

🎯 Recruiter

🏢 Enterprise

📋 Description

• Serve as the primary point of contact for customers by phone and email - handling a high daily call volume with professionalism and warmth. • Respond promptly to inquiries regarding orders, products, pricing, and availability. • Create, modify, and track orders; manage backorders, substitutions, and cancellations. • Coordinate with warehouse, production, and logistics teams to ensure on-time fulfillment. • Troubleshoot delivery issues with carriers; escalate late or lost shipments as needed. • Guide customers through sizing, fabrics, colors, and basic product specs. • Process returns, exchanges, and credits with accurate documentation. • Maintain detailed order notes and communication logs in SAP Business One (ERP). • Monitor and meet response-time SLAs, ensuring customer satisfaction and timely resolutions. • Use Fresh Desk ticketing system and online chat tool. • Identify recurring issues and share insights to improve processes and efficiency.

🎯 Requirements

• Bachelor's degree in Marketing, Communications, Business Administration, or any related field. • 5–8 years of customer service experience, preferably in apparel, retail, wholesale, or e-commerce. • Strong verbal, written, and English communication skills. • Ability to work overnight/graveyard shifts in Philippine time or within US operating hours. • Familiarity with ERP or order management systems, SAP Business One experience preferred. • Proficient in Microsoft Excel or Google Sheets for simple lookups and reporting. • Experience working with B2B distributor portals and bulk orders. • Knowledge of apparel decoration methods (embroidery, screen print, sublimation) preferred. • Bilingual (English/Spanish) a plus. • Strong phone communication skills — articulate, friendly, and confident on calls. • Excellent written communication for professional email correspondence. • Highly organized with strong attention to detail and follow-up discipline. • Calm, patient, and solutions-oriented under pressure. • Team player with a proactive, “own it” mindset. • KPI-driven mindset (e.g., response times, satisfaction scores).

🏖️ Benefits

• Industry-leading salary packages • Permanent work-from-home setup • Company equipment provided • Internet stipends upon regularization • HMO Coverage • PTO credits and service incentive leaves • Major spring and winter company live events • Monthly employee appreciation virtual events • Company-provided career skills training courses • A company culture focused on your personal and professional growth