Customer Service & Order Management Specialist

Job Title: Customer Service & Order Management Specialist

Industry: Communication, collaboration and audiovisual technology.

Location: Fully remote.

Language: Strong spoken and written English required. Spoken and written English will be assessed during the selection process.

Schedule: Coverage aligned with U.S. business hours (Central Time); exact schedule to be confirmed.

Home Office Setup
:
You must have your own laptop, a stable internet connection, and a dedicated, quiet, professional workspace.

Our client is an established U.S. company providing communication and collaboration technology, including headsets, phones, conferencing equipment and meeting room solutions.

We are seeking an organized, dependable Customer Service & Order Management Specialist to support customers purchasing through multiple company websites. You will review incoming orders, follow up on backorders, communicate delivery expectations and resolve questions involving payments or order information.

This role requires someone who takes ownership of customer requests, communicates clearly and follows through until issues are resolved.

Order Processing & Follow-Up

• Review and process orders received through the company’s websites.
• Verify customer details, shipping addresses and other information needed to complete orders accurately.
• Check product availability and identify backordered items.
• Coordinate with internal teams to obtain order status and expected shipping dates.
• Track outstanding issues and follow up to keep orders moving.

Customer Communication

• Communicate order status, backorders, shipping updates and expected delivery timelines through email, chat and telephone.
• Explain delays clearly and proactively update customers when expectations change.
• Respond to website inquiries and web form submissions.
• Provide live chat and inbound telephone coverage during assigned one- to two-hour coverage blocks.
• Maintain accurate records of customer conversations and agreed next steps.
• Contact customers when payment discrepancies or missing information require clarification.
• Handle payment conversations professionally and with discretion.
• Coordinate with the appropriate internal team to resolve discrepancies.
• Escalate issues requiring approval and follow through on the resolution.

• Previous experience in customer service, order processing, e-commerce support or a similar role.
• Strong spoken English, with the confidence to handle customer calls independently.
• Excellent written English, including clear grammar, professional tone and accurate explanations.
• Experience supporting customers through email, chat and telephone.
• Strong attention to detail when reviewing orders, addresses, payments and customer information.
• Ability to manage multiple requests, prioritize follow-ups and work independently.
• Confidence discussing delivery delays and payment discrepancies calmly and professionally.
• Comfort learning online order systems, customer service platforms and new products.
• Reliable internet connection and a quiet workspace suitable for customer calls.
• Current residence in Latin America.

• Experience supporting U.S. customers.
• Experience managing backorders, shipping inquiries or payment-related questions.
• Familiarity with CRM, ticketing, e-commerce or order management systems.
• Experience supporting business customers or working with technology products.
• Proficiency with Microsoft Office Suite
  , particularly Excel
  , as well as Word, PowerPoint, and Outlook. (
  Strong Excel skills are essential for this role.)
• Experience working with CRM platforms is required;
  Hub Spot experience is highly preferred
  .

• A fully remote opportunity working with an established U.S. company.
• D…