Customer Service & Order Management VA – Full-Time WFH

THE ROLE
You will support customers throughout the post-sale order process—from scheduling through delivery.
Your primary responsibilities will include customer service, order management, customer follow-up, scheduling, documentation, and coordination with internal teams to help ensure orders are completed accurately and on time.

RESPONSIBILITIES
Respond to customer questions and requests professionally and promptly.
Follow up with customers based on order status and required actions.
Manage online orders, scheduling, customer requests, and follow-ups.
Monitor pending orders and customer requests and take appropriate action.
Provide product information and order assistance.
Proactively communicate with customers to keep orders moving.
Coordinate with internal teams regarding scheduling, fulfillment, and delivery.
Track orders from scheduling through delivery.
Maintain accurate customer and order information.
Document customer interactions and updates in company systems.
Manage multiple customers and orders within a live queue.
Identify potential delays or issues and escalate when necessary.
Follow established customer service and order management procedures.
Meet established quality, productivity, service, and customer experience standards.

WHAT WE'RE LOOKING FOR
Excellent written and spoken English.
Previous experience in customer service, order management, e-commerce, retail, or sales support.
Strong communication and interpersonal skills.
Highly organized and detail-oriented.
Excellent follow-up and problem-solving skills.
Comfortable handling multiple customers and tasks simultaneously.
Able to work in a fast-paced, live-queue environment.
Proactive and willing to take ownership of customer requests.
Comfortable learning new software and business systems.
Strong computer and internet skills.
Reliable and accountable.
Able to work independently in a WFH environment.

PREFERRED EXPERIENCE
Experience as any of the following is a plus:
Customer Service Representative
Customer Service VA
E-commerce VA
Order Management Specialist
Order Processing Specialist
Customer Experience Associate
Customer Success Associate
Sales Support Specialist
Retail Customer Service Representative
Logistics or Delivery Coordinator
Order Fulfillment Specialist

TOOLS
You will be trained on the company's systems, including:
Genesys
BOB 2.0

Customer/order management systems
Other communication and business tools
Previous experience with CRM, ticketing, e-commerce, or order management platforms is an advantage.