Goldstar - Order Processing Support Agent (NA)

Job Title:                     Goldstar Order Processing Support Agent - NA

Report to:                   Contact Centre Supervisor

Location:                     Tunis

Overview of Role:  

The Order Processing Support Agent is responsible for managing the entire order processing cycle, from order entry stage to releasing orders to production. This role ensures that all orders are accurately entered into the system, verified for correctness, and released to the production team in a timely manner. 

     Your responsibilities: (Including but not limited to)

• Accurately enter customer orders into GOPA (Goldstar Order Processing Application) and upload relevant documentation/files linked to the order
• Review order details for completeness and correctness, including quantities, pricing, stock availability, art and delivery dates, etc.
• Ensure artwork is processed accurately and in a timely manner before sending to the customer for approval (if required)
• Confirm artwork and order details with customers, addressing any discrepancies or queries promptly.
• Monitor the status of orders throughout each tab in on the dashboard, ensuring timely updates and communications with the customer. Calling the customer by phone may be required if no responses are received via email. 
• Address and resolve any order-related issues or delays, escalating to your order processing supervisor as necessary.
• Ensure all information has been checked to a high level of detail before updating correct ship date and releasing to production. 
• Ensure all necessary production requirements and production instructions, are complete and clear, to avoid orders being placed on clarify. 
• Provide timely and accurate updates to customers regarding order status, changes, or delays. (eg supply eligible/stock issues, clarifies, production problems, etc)
• Respond to customer inquiries related to order processing, shipping, and delivery.
• Proactively communicate with customers to manage expectations and ensure satisfaction.
• Any other order processing tasks that may be required.

  What we need from you: 

      Previous Experience :

• A strong customer service background with order entry experience is essential 

• Experience in B2B is an advantage but not essential 

• Willingness to learn about the promotional merchandise trade and Goldstar’s distributor business is essential.

       Key Skills and attributes :

• Attention to detail – strong accuracy, reading, comprehension and listening skills are critical 

• Problem solving skills - The ability to think on your feet, the ability to work hard under pressure, and great problem solving skills are three essential attributes for this role 

• Languages - Proficient written and oral in English is essential

• Strong communicator – A team player with the ability to build relationships, and work with and through others to achieve Goldstar’s goals is essential 

• Customer Service Focus - A passion for delivering the highest levels of customer service, a ‘customer is king’ mentality and the ability to resolve customer issues effectively over the telephone is essential 

• A sense of urgency and the ability to work in a fast-paced and challenging work environment is essential 

• Excellent organization and time-management skills are also essential 

• Computer literate, with good keyboard skills; familiar with different on-line database packages and the Microsoft office Suite of products. Experience using the Matrix/GOPA entry app is an advantage. 

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