Home-Based Customer Service Representative

About the role

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams. At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members. If you are on the lookout for a company that values growth and places a strong emphasis on its peo

Responsibilities

• Serve as the primary point of contact for customers by phone and email - handling a high daily call volume with professionalism and warmth.
• Respond promptly to inquiries regarding orders, products, pricing, and availability.
• Create, modify, and track orders; manage backorders, substitutions, and cancellations.
• Coordinate with warehouse, production, and logistics teams to ensure on-time fulfillment.
• Troubleshoot delivery issues with carriers; escalate late or lost shipments as needed.
• Guide customers through sizing, fabrics, colors, and basic product specs.
• Process returns, exchanges, and credits with accurate documentation.
• Maintain detailed order notes and communication logs in SAP Business One (ERP).
• Monitor and meet response-time SLAs, ensuring customer satisfaction and timely resolutions.
• Use Fresh Desk ticketing system and online chat tool.
• Identify recurring issues and share insights to improve processes and efficiency.
• WHAT WE LOOK FOR
• Education: Bachelor's degree in Marketing, Communications, and Business Administration, or any related field.
• Experience: 5-8 years of customer service experience, preferably in apparel, retail, wholesale, or e-commerce.
• Language Proficiency: Strong to native verbal, written, and English communication skills.
• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.
• Technical Skills :
• Familiarity with ERP or order management systems (SAP Business One experience preferred).
• Proficient in Microsoft Excel or Google Sheets for simple lookups and reporting.
• Experience working with B2B distributor portals and bulk orders.
• Knowledge of apparel decoration methods (embroidery, screen print, sublimation) preferred.
• Bilingual (English/Spanish) a plus.
• Strong phone communication skills - articulate, friendly, and confident on calls.
• Excellent written communication for professional email correspondence.
• Highly organized with strong attention to detail and follow-up discipline.
• Calm, patient, and solutions-oriented under pressure.
• Team player with a proactive, "own it" mindset.
• KPI-driven mindset (e.g., response times, satisfaction scores).

Benefits

Additional Information

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. This is a general consideration posting. The Promotional Customer Service Representative position is highly sought after, and we will review applicants for this posting weekly to find ideal matches for clients as positions become available. Are you a customer-focused professional who thrives on the phone and enjoys connecting with people? We're looking for a Home-Based Customer Service Representative to support our U.S.-based client in the promotional apparel industry . In this phone-heavy role, you'll spend most of your day speaking directly with customers, helping them with orders, product/pricing information, shipping updates, objection handling, and more. You'll be the voice of the company, ensuring every interaction reflects our commitment to responsiveness, accuracy, and exceptional service. REQUIRED CORE COMPETENCIES Exceptional Communicator: Highly proficient in both spoken and written English, ensuring clarity and professionalism in all interactions. Customer-Centric: Dedicated to providing outstanding service, understanding client needs, and ensuring satisfaction. Analytical Problem-Solver: Proactively addresses customer issues with sound judgment and attention to detail. Organized and Efficient: Manages multiple orders, high call volumes, and deadlines while maintaining accuracy. Calm Under Pressure: Performs effectively in a fast-paced environment while remaining composed, patient, and solutions-oriented.

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