Customer Service Lead

Manila Recruitment

. Respond to customer inquiries via email, phone, and voicemail .

Posted 10/28/2026full-timeRemote • PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Direct-to-Customer (DTC) customer service within e-commerce and logistics, with a strong focus on order processing, returns management, and effective communication. Proficient in utilizing various customer service tools and maintaining high performance metrics in a fast-paced environment.

Highest-signal resume keywords

Direct-To-Customer (DTC) Customer ServiceOrder ProcessingReturns ManagementGorgiasShopify

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order Management SystemsShipping ProcessesReturns ManagementProblem-SolvingAttention to Detail

Soft Skills

Clear CommunicationEmpathyOrganizational SkillsAdaptabilityInterpersonal Skills

Tools & Technologies

GorgiasShopifyExtensivAfterShipShipStation

Industry Keywords

E-CommerceLogisticsCustomer ServiceShippingPerformance Metrics

About the role

Key responsibilities & impact

Respond to customer inquiries via email, phone, and voicemail
Investigate late, delayed, lost, missed, or misrouted shipments and file claims with shipping providers
Arrange replacements and reshipments and keep customers informed
Manage return requests, return labels, received items, refunds, exchanges, partial refunds, and store credits
Provide product and order information using internal documentation
Forward bulk-order inquiries to relevant colleagues
Document phone interactions in order management or ticketing systems
Follow internal processes for efficient order packaging and shipping
Maintain daily warehouse billing documentation
Audit warehouse compensation and credited billing invoices, identify discrepancies, and file disputes
Track shipments and proactively communicate order status, delays, and shipping issues
Maintain accurate customer records and regularly updated shipping, order-processing, and support records
Follow company policies and protocols while maintaining confidentiality and professionalism
Identify process improvements to enhance customer satisfaction and operational efficiency
Collaborate with team members and management
Participate in regular 1v1 check-ins for feedback and improvement
Deliver accurate and timely resolution of customer issues and detailed discrepancy reports
Meet response-time, resolution-rate, shipping-audit, order-processing, and billing-discrepancy performance metrics

Requirements

What you’ll need

Minimum of 3–5 years of experience in Direct-to-Customer (DTC) customer service within e-commerce, logistics, or shipment operations, or 5–10 years of overall experience in Customer Service
Experience with tools such as Gorgias, Shopify, Extensiv, AfterShip, and ShipStation
Strong organizational skills and attention to detail
Ability to handle a high volume of customer inquiries and order-related tasks
Proficient in email communication, messaging tools (Slack, Telegram), and order management systems (Shopify)
Familiarity with shipping processes and platforms (FedEx, UPS, LTL carriers)
Experience with customer service and returns management
Knowledge of order processing, including returns, reshipments, and replacements
Ability to manage multiple tasks simultaneously and prioritize effectively
Clear, professional, and empathetic communication with customers
Proactive in following up and resolving customer issues
Strong problem-solving skills with the ability to think on your feet
Ability to work independently and as part of a team
Strong interpersonal skills and a customer-first mindset
Adaptability to shifting priorities and urgent customer needs
Dependable, with a strong sense of accountability and time management
Reliable desktop or laptop; suggested processor and memory specifications
Extra monitor preferred but not required
Noise-cancelling headset
External webcam
Primary internet connection of at least 100 Mbps and secondary backup connection
Portable power source or generator