Overview:
We are seeking a highly organized, detail-oriented, and proactive Customer Service & Order Processing Virtual Assistant to support day-to-day customer service, order management, vendor coordination, and administrative operations. The ideal candidate will serve as a key support partner to three salespeople and the Relationship Manager, ensuring customer requests are handled promptly, orders are accurately processed and tracked, and communication between customers, vendors, and internal teams remains organized and efficient. This role requires someone who can manage multiple priorities, follow up consistently, communicate professionally, and take initiative in resolving issues with minimal supervision.
Key Responsibilities:
- Manage day-to-day customer inquiries and provide timely, professional resolutions to customer concerns.
- Prepare and send customer quotes accurately and promptly.
- Enter, process, and manage customer orders from initial request through fulfillment and invoicing.
- Track orders and follow up with vendors/manufacturers to ensure orders remain on schedule.
- Coordinate with vendors regarding orders, product availability, shipping, documentation, and invoicing.
- Support three salespeople with administrative and organizational tasks, allowing them to focus primarily on customers and sales.
- Provide support to the Relationship Manager as needed.
- Maintain strong and professional relationships with customers, vendors, and internal teams.
- Coordinate communication between clients, vendors, salespeople, and internal departments to ensure smooth operations.
- Maintain accurate and organized records of customer interactions, transactions, quotes, orders, and service requests.
- Use Microsoft Office and spreadsheets to maintain records, perform data entry, update order-tracking reports, and organize information.
- Monitor open orders and proactively follow up on pending items, delays, missing information, and outstanding actions.
- Identify potential issues before they affect customers and take proactive steps toward resolution.
- Provide general administrative and organizational support to improve the efficiency of the sales and customer service teams.
- Operate standard office equipment and communication systems, including printers, scanners, and phone systems.
Qualifications:
- Previous experience in customer service, order processing, sales support, administrative support, or a similar role.
- Strong organizational and time-management skills.
- Excellent attention to detail and accuracy.
- Strong verbal and written English communication skills.
- Professional and confident communication when dealing with customers and vendors.
- Proficiency in Microsoft Office 365, particularly Microsoft Excel, Word, and Outlook.
- Experience working with spreadsheets, data entry, email, and order-tracking systems.
- Ability to manage multiple tasks and priorities while meeting deadlines.
- Strong follow-up skills and the ability to consistently track pending items until completion.
- Strong problem-solving skills with a proactive approach to resolving issues.
- Ability to work independently with minimal supervision.
- Comfortable working with printers, scanners, phone systems, and other standard office equipment.
- Experience supporting sales teams or working in a B2B environment is an advantage.
Non-Negotiable Requirements:
- Exceptional attention to detail.
- Strong follow-up and order-tracking skills.
- Excellent verbal and written communication.
- Highly organized and accurate.
- Proactive approach to identifying and resolving issues.
- Ability to manage multiple customer orders and requests simultaneously.
- Ability to work independently and require minimal supervision.
- Professional and customer-focused attitude.
Tools & Technology:
- Microsoft Office 365
- Microsoft Excel
- Microsoft Outlook
- Order-Tracking Spreadsheets
- Standard office equipment and phone systems
Success Measures:
Success in this role will be measured by:
- Accurate and timely processing of customer orders and quotes.
- Orders consistently tracked from initial request through fulfillment and invoicing.
- Timely follow-up with customers, vendors, and manufacturers.
- Professional and effective customer communication.
- Minimal supervision required from the client.
- Proactive identification and resolution of potential order or customer-service issues.
- Well-organized and accurate records.
- Reduced client involvement in routine customer service, order management, and administrative tasks.
- Improved efficiency and responsiveness of the sales and customer service team.
Schedule:
- Full-Time (remote)
- Monday–Friday, 9:00 AM–5:00 PM EST
