客户支持专员（B2B）
Customer Support Specialist (B2B)
客户支持专员（B2B）
全职（每周40小时）/ 远程办公 / 拉美地区
查看 GLOBAL TALENT CO. 的人才网络：https://www.globaltalent.co/network
职位描述：
你将与一家快速发展的公司合作，为遍布企业办公室、医疗机构、学校和住宅社区的组织提供即热餐解决方案。与传统客户支持不同，一个小小的问题可能影响数百份餐食、多位相关方和关键服务承诺，因此准确性、响应速度和运营卓越性对成功至关重要。
作为客户支持专员，你将成为客户体验团队的前线，处理客户咨询、处理订单、维护客户账户，并解决运营问题，同时提供卓越的客户体验。
职位：B2B 客户支持专员（全职）
寻找一位高度有条理且注重细节的客户支持专员，通过订单管理、客户沟通和运营问题解决来支持企业客户。理想的候选人有在高流量客户支持环境工作的经验，能在快节奏的运营中茁壮成长，并对客户结果负全责。
职责：
订单支持与处理
- 使用 Shopify 和内部系统执行订单录入、修改和账户更新。
- 准确处理重做、替换和信用请求，同时满足既定的 SLA。
- 调查缺失、损坏、错误或延迟的配送并协调适当的解决方案。
- 监控当前订单并主动向客户传达更新信息。
- 与物流、履约和运营团队合作解决订单相关问题。
邮件与工单管理
- 及时专业地处理入站支持工单、电子邮件和实时聊天咨询。
- 根据业务影响、紧急程度和服务级别承诺优先处理客户问题。
- 保持准确的工单记录，并确保客户咨询得到完全解决。
- 满足既定的首次响应时间、解决时间和工单质量 SLA。
- 有效管理多项优先事项，同时保持卓越的准确性。
客户账户支持
- 支持新客户账户的上线活动，包括账户设置和验证。
- 维护准确的客户记录、联系信息、配送详情和账户信息。
查看英文原文
CUSTOMER SUPPORT SPECIALIST (B2B)
FULL-TIME (40HRS PER WEEK) / REMOTE / LATAM
CHECK OUT THE GLOBAL TALENT CO.’S TALENT NETWORK: HTTPS://WWW.GLOBALTALENT.CO/NETWORK
THE ROLE:
You will work with a fast-growing company that delivers ready-to-heat meal solutions to organizations across corporate offices, healthcare facilities, schools, and residential communities. Unlike traditional customer support, a single issue can impact hundreds of meals, multiple stakeholders, and critical service commitments, making accuracy, responsiveness, and operational excellence essential to success.
As a Client Support Specialist, you will serve as the frontline of the Customer Experience team, managing client inquiries, processing orders, maintaining customer accounts, and resolving operational issues while delivering an exceptional customer experience.
POSITION: CUSTOMER SUPPORT SPECIALIST B2B (FULL-TIME)
Seeking a highly organized and detail-oriented Client Support Specialist to support business clients through order management, customer communication, and operational issue resolution. The ideal candidate has experience working in high-volume customer support environments, thrives in fast-paced operations, and takes full ownership of customer outcomes.
RESPONSIBILITIES:
ORDER SUPPORT & PROCESSING
- Perform order entry, modifications, and account updates using Shopify and internal systems.
- Process remakes, replacements, and credit requests accurately while meeting established SLAs.
- Investigate missing, damaged, incorrect, or delayed deliveries and coordinate appropriate resolutions.
- Monitor active orders and proactively communicate updates to customers.
- Partner with Logistics, Fulfillment, and Operations teams to resolve order-related issues.
INBOX & TICKET MANAGEMENT
- Manage inbound support tickets, emails, and live chat inquiries in a timely and professional manner.
- Prioritize customer issues based on business impact, urgency, and service level commitments.
- Maintain accurate ticket documentation and ensure customer inquiries are fully resolved.
- Meet established SLAs for first response time, resolution time, and ticket quality.
- Effectively manage multiple priorities while maintaining exceptional accuracy.
CLIENT ACCOUNT SUPPORT
- Support onboarding activities for new client accounts, including account setup and verification.
- Maintain accurate customer records, contact information, delivery details, and account preferences.
- Develop familiarity with assigned customer accounts and their operational requirements.
- Support day-to-day client communication and account management activities.
ESCALATION MANAGEMENT
- Gather complete order, shipment, and account information before escalating issues.
- Clearly document issues and provide detailed context for internal stakeholders.
- Follow up on escalated cases to ensure timely resolution and customer communication.
- Escalate operational risks and service failures appropriately.
CUSTOMER COMMUNICATION
- Respond to inquiries related to orders, billing, deliveries, products, and account management.
- Deliver professional, empathetic, and solution-oriented written communication.
- Utilize approved SOPs, templates, macros, and knowledge base resources.
- Provide proactive communication during service disruptions, delays, and operational incidents.
PROCESS IMPROVEMENT & KNOWLEDGE MANAGEMENT
- Utilize internal documentation and knowledge base resources to resolve customer inquiries.
- Identify recurring customer issues, operational trends, and process gaps.
- Recommend improvements to processes and internal documentation.
- Participate in testing and refining new workflows, tools, and operational processes.
REQUIREMENTS:
- 3+ years of experience in Customer Support, Client Services, Customer Success, Account Support, or similar customer-facing roles.
- Experience managing high-volume support inboxes while maintaining exceptional attention to detail.
- Live chat support experience is required.
- Strong written and verbal English communication skills.
- Experience supporting business clients or complex customer accounts is preferred.
- Experience using HubSpot or similar CRM platforms is strongly preferred.
- Experience using Shopify or similar order management systems is preferred.
- Proficiency with Google Workspace, Slack, Microsoft Office, and business communication tools.
- Exceptional attention to detail and accuracy.
- Strong sense of ownership and accountability.
- Excellent organizational and time management skills.
- Ability to prioritize multiple requests in a fast-paced environment.
- Strong problem-solving and critical-thinking abilities.
- Comfortable working independently in a remote environment.
- Ability to build strong relationships with business customers.
- Proactive mindset with the ability to identify issues before they escalate.
NICE TO HAVE:
- Experience supporting B2B, Enterprise, Hospitality, Healthcare, Education, or Institutional clients.
- Experience working in Food, Logistics, Fulfillment, Subscription, or E-commerce companies.
- Experience managing a portfolio of customer accounts.
- Experience partnering closely with Operations, Supply Chain, or Logistics teams.
- Familiarity with HubSpot, Shopify, Zendesk, Gorgias, or similar customer support platforms.
ABOUT US:
The company provides ready-to-heat meal solutions for organizations across corporate offices, healthcare facilities, schools, and residential communities. By combining operational excellence with exceptional customer service, the team ensures every client receives reliable support and seamless service throughout their experience.
Customer Experience plays a critical role in the business, serving as the bridge between clients and internal operational teams to ensure issues are resolved efficiently while maintaining the highest service standards.