BioPak is hiring a Customer Service Representative (Order Management) to ensure a seamless client experience by managing the order lifecycle with accuracy and efficiency. You'll support our mission to deliver quality branded solutions by collaborating closely with internal teams and clients, maintaining operational excellence.
What You'll Do
- Review incoming orders for accuracy, margin requirements, and artwork readiness.
- Coordinate timelines with vendors and align orders with client expectations.
- Track orders through production and delivery, updating the WIP dashboard daily.
- Respond to client questions, requests, and updates clearly and timely.
- Proactively escalate challenges, offering solutions and ensuring follow-through.
- Maintain consistent updates with internal stakeholders and external vendors.
- Communicate with vendors to request and deliver quotes from factories to clients.
- Proactively follow up with vendors and clients to keep all parties informed.
- Ensure timely and accurate invoicing of completed jobs.
- Handle simple bookkeeping and billing reconciliation tasks.
- Monitor job status to prevent missed billing or delivery issues.
- Maintain up-to-date order status in CRM and WIP tools.
- Flag inefficiencies or risks and participate in workflow improvement efforts.
- Adhere to team best practices for naming, notes, and internal communication.
- Request and evaluate quotes from international vendors (e.g., China, Vietnam, Cambodia).
- Identify and recommend the best pricing options to the sales team.
What We're Looking For
- 2+ years experience in virtual assistant, customer service, project coordination, or order fulfillment.
- Highly organized with strong attention to detail.
- Tenacious follow-through until a job is complete.
- Able to perform simple bookkeeping tasks accurately and independently.
- Forward-thinking; you anticipate issues and propose solutions.
- Excellent written and verbal communication skills.
- Ability to thrive in a fast-paced, team-driven environment.
- Proactive in communication, especially when facing potential delays or escalations.
- Motivated by team growth, sales impact, and overall business performance.
Nice to Have
- Familiarity with CRM systems and vendor coordination.
Technical Stack
- CRM systems
- WIP tools
Team & Environment
You will work within a vibrant, friendly, and supportive working environment.
Work Mode
This is a fully remote (Work From Home) position open to candidates globally.
