Order Fulfillment Specialist

Unleash Your Talents with Us!

Hi there, our future Order Fulfilment Specialist! Happy to see YOU here.

Here at Integrated OS, you'll be part of a team of passionate individuals who are committed to delivering exceptional offshoring services. Bringing in an array of skills and talents from different areas of business from Finance, Human Resources, Information Technology, Customer Service, and Marketing to Sales and Operations.

From humble beginnings, we have built our company from our first team member onwards. Initially, we were lending support to an Australian print manufacturer - The Lamson Group.

Since then, we have continued to uphold our core values and culture and developed a deeper understanding of how people need help to succeed in their goals. And YOU might be a part of this amazing growth as our team keeps growing above all expectations!

What you'll do:

As an Order Fulfilment Specialist, you will coordinate the delivery and installation of sales orders for our customers, provide exceptional service, and help create a positive customer experience. Your primary focus is to confirm installation dates with customers, meet SLA obligations, and maintain high levels of customer satisfaction. You will manage the end-to-end order lifecycle for products, from order receipt through installation and invoicing. The role operates within a team-based structure across four key stages: Welcome, Ordering, Scheduling, and Closing.

Key responsibilities for this role include:

• Welcome Team Responsibilities:
• Initiate first customer contact within 24 hours of order assignment (IMACD Assigned)
• Check stock availability for all orders on same day of receipt
• Send New Device Form (Call One) via Power App for customer confirmation (Awaiting Customer)
• Follow up with customers who haven't responded (up to 3 contact attempts)
• Monitor and action daily email inbox for cancellation requests
• Update OFT statuses accurately throughout the process
• Ordering Team Responsibilities:
• Review completed Call One PDF forms and verify customer details (Customer Responded)
• Process 'Confirm Now' orders within 24 hours of customer response
• Book run-up appointments using Power App for Run-Up pool orders (Order Placed)
• Complete IST templates for installation requirements
• Monitor and escalate Credit Holds to Finance (resolution within 72 hours)
• Manage Back Orders with weekly customer communication
• Process Destruction, Move, PS, and Software orders appropriately
• Scheduling Team Responsibilities:
• Confirm installation dates from Call One forms
• Book delivery with KK (5 days before shipment) (Scheduled)
• Coordinate installation technician (IST) bookings (Scheduled)
• Send email/SMS reminders 48 hours before delivery
• Handles reschedule requests same day
• Coordinate dealer paperwork as needed
• Implement PS timeframes where applicable
• Closing Team Responsibilities:
• Confirm installation completion within 24 hours
• Generate invoices on same day as completion
• Respond to escalation emails within 4 hours
• Process assessments for relocations (MOVES pool) and collections (DESTRUCTION pool)
• Complete orders in system accurately

• Successful candidates must have:
• Essential:
• Strong customer service and communication skills
• Excellent attention to detail and accuracy
• Ability to work in a fast-paced, team-oriented environment
• Proficiency in Microsoft Office applications and order management systems
• Strong organizational and time management skills
• Ability to manage multiple priorities and meet deadlines
• Desirable:
• Experience in logistics, order fulfilment, or supply chain operations
• Knowledge of technology products and services
• Experience with CRM systems and Power Apps
• Understanding of credit and finance processes
• Experience, Knowledge, Skills, and Qualifications:
• Previous experience in a customer service role, preferably in a senior capacity.
• In-depth knowledge of the company's products or services and the industry.
• Demonstrated ability to handle complex customer inquiries, complaints, and escalations.
• The ability to convey information clearly and effectively.
• Strong analytical and problem-solving abilities to resolve customer issues.
• The capability to make decisions independently and promptly when needed.
• A genuine passion for customer service and a customer-centric mindset.
• Proven dedication to ensuring customer satisfaction and loyalty.
• Ability to collaborate effectively with colleagues from different departments, such as sales, marketing, and product development.
• The capacity to work in a fast-paced and often unpredictable customer service environment.
• Familiarity with customer service software and CRM systems.
• Ability to work both autonomously and within a team environment.
• A track record of meeting or exceeding key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores.
• Demonstrated ability to de-escalate conflicts and reach mutually beneficial resolutions.
• Willingness to stay updated on industry trends, customer service best practices, and the latest technologies.
• A commitment to personal and professional development.
• Alignment with the organization's values, culture, and mission.
• The ability to represent the company professionally in all customer interactions.

Work Arrangements:

• Schedule: 6:00 AM - 3:00 PM PHT
• Work Setup: Work On-Site
• Office Location: Parkway Corporate Center, Alabang, Muntinlupa City

What's in it for YOU?
At Integrated OS, we create career opportunities where you can thrive, grow, and make an impact.

• Competitive Salary & Benefits: Be rewarded for your expertise and dedication.
• Career Growth & Development: Work alongside international clients and gain valuable experience.
• Work-Life Balance: Our innovative activities, open communication channels, and commitment to inclusivity make every day exciting and rewarding!
• Collaborative & Supportive Environment: Be part of a passionate team that values innovation and teamwork.

Your seat awaits! Be part of our thriving team and CLICK APPLY!