Job Description

Our client is looking for a Sr CS Agent - Order Management, to manage order placement, suppliers’ communication, ensure accurate and up-to-date product information, and play a key role in processing orders and supporting our client inquiries. In this cross-functional role, you will work to ensure smooth order fulfilment and timely, accurate responses to our clients’ needs.

Key Responsibilities:

Order Processing & Quality Control

• Process customer orders with suppliers, confirming product availability, alternatives, pricing, and shipping details within agreed timelines.

• Ensure orders are accurately completed and meet quality standards.

• Work closely with Customer Operations teams on catalogue-related topics, including keeping the product catalogue up to date, removing end-of-life products, and adding suitable alternatives.

• Identify and manage pricing discrepancies, ensuring timely alignment with the Finance team.

• Escalate complex supplier or order-related issues (e.g., pricing changes, product mismatches) to the appropriate teams.

Customer and Stakeholder Communication

• Communicate clearly and professionally with clients via the ticketing system to resolve order-related questions or issues.

• Respond to internal and external inquiries regarding order status, shipping, and returns.

• Proactively inform customers of order exceptions, delays, or changes, providing clear next steps.

• Share timely updates with other customer-facing teams to ensure alignment and smooth follow-ups.

Requirements

• 3+ years of experience in procurement, customer support, or an operations role.

• Strong attention to detail with the ability to maintain high-quality standards.

• Familiarity with eCommerce platform guidelines and compliance requirements.

• Excellent communication and customer service skills.

• Experience with order fulfilment processes.

• Comfortable working cross-functionally across several teams

• Ability to multitask and work effectively in a fast-paced environment.

• Proactive problem-solving skills with a customer-first mindset.

• Experience using customer support ticketing systems (e.g. Zendesk, Freshdesk,

  Intercom).

Who you are

• Detail-oriented with a strong focus on accuracy and compliance.

• Strong in having a sense of ownership and accountability.

• Excellent at organizational skills with the ability to prioritize multiple tasks.

• Someone with a collaborative and service-oriented mindset.

• Self-motivated and capable of working independently as well as within a team

* This position is hybrid