Customer Service Representative

About Us

HireKayana is a talent agency that connects Filipino Remote Professionals with global companies that operate within real systems and value disciplined execution. These are long-term professional roles—not gig work. Our partners build structured teams where accountability, clear communication, and operational discipline matter.

Apply through the provided application form. Only candidates who submit their application via the attached form will be considered.

Application form: https://hirekayana.ph/

About the Role

We're looking for a customer-focused Customer Service Representative to serve as a primary point of contact for an established manufacturing company that supplies precision measurement, inspection, and calibration equipment. You'll support customers, sales reps, distributors, and end users—owning the quoting and order-entry layer for requests that come in by email and phone.

This is a front-line role where responsiveness and follow-through are essential. You'll convert incoming inquiries into accurate quotes and orders, resolve issues to completion, and coordinate with outside sales, technical support, and other departments to keep every request moving.

What You'll Do

Quoting & Order Management

• Process incoming RFQs and orders accurately and efficiently
• Process EDI, online, and other electronic order formats
• Process Return Authorizations (RAs)—issuing RA numbers, coordinating with warehouse/logistics, and tracking returns through to resolution

Customer Communication & Case Resolution

• Answer all calls and emails promptly
• Manage incoming inquiries as Cases in NetSuite, working each to resolution within the team's response-time SLA
• Solve customer service issues through to completion
• Follow up with customers on backorder reports, tracking, updated pricing, and account questions

Relationship & Sales Support

• Make outbound follow-up calls and emails to existing customers
• Highlight product features and benefits during customer communications
• Coordinate customer needs such as demos, training, and sales team visits
• Ensure follow-through by communicating with the Outside Sales Team and Rep Groups
• Support marketing efforts such as trade shows, exhibits, and other events

Data & Reporting

• Maintain accurate customer data in the company database
• Run sales reports as required
• Attend periodic sales training to deepen product knowledge

What We're Looking For

Non-Negotiables

• 1–2 years of customer service experience
• Strong written and verbal communication skills
• Strong computer and telephone skills
• Ability to build and maintain lasting customer relationships
• Proficiency in MS Office
• Comfortable performing basic calculations
• Comfortable working quickly within an ERP and CRM
• High level of integrity and strong work ethic
• Able to work both independently and as part of a team

Preferred Qualifications

• Experience with NetSuite (ERP) and CRM platforms
• Experience processing EDI or electronic orders
• Familiarity with quoting, order entry, or return-authorization workflows
• Curiosity and aptitude to learn a technical product line
• Self-motivated, high-energy, and engaging in customer interactions
• Prior experience working remotely with US-based teams