Customer Experience & Order Specialist

CUSTOMER EXPERIENCE & ORDER SPECIALIST
Remote · Full-Time · Philippines
Schedule: 8:00 AM – 5:00 PM Pacific Time | 8 Billable Hours/Day

ABOUT SILKCARDS
SilkCards (Designline Graphics Inc.) has been setting the standard for premium custom print for over 25 years. We serve B2B clients — executives, brand builders, and creative professionals — who demand more than a product. They demand an experience. We are expanding our remote operations team and looking for sharp, communicative, client-obsessed professionals based in the Philippines.

THE ROLE
You are the bridge between a client's vision and a flawless finished product. From the ---------- nt a client places an order to the ---------- nt it lands at their door, you ensure every interaction reflects the SilkCards standard. This is not a passive inbox role — you are proactive, detail-driven, and genuinely invested in making every client feel like their brand matters.

WHAT YOU'LL BE DOING

- Order Intake & Verification — Review orders for payment accuracy and confirm artwork files meet pre-press specifications before handoff to production.

- Proactive Communication — Reach out to clients ahead of deadlines or file issues before they become problems. You anticipate; you don't just react.

- Multi-Channel Support — Handle inquiries via email, live chat, and phone. Educate clients on our products, paper stocks, and finishing options (full training provided).

- The Concierge Mindset — When a client asks about a business card, you ask about their brand. You build context, build relationships, and make sure they have what they need to succeed.

- Elegant Problem Resolution — When something goes wrong, you investigate with a solution-first mindset and make the resolution process seamless for the client.

- Record Keeping — Maintain thorough, accurate records of all client interactions within our order management system.

WHO YOU ARE

- A natural communicator — fluent, idiomatic English in writing and speech. You sound like a knowledgeable peer, not a script.
- Detail-obsessed — you catch file errors and payment discrepancies that others miss.
- A "Yes, And..." thinker — you anticipate the next question before it's asked.
- Cool under pressure — you can turn a frustrated client into a loyal one through empathy and quick action.
- Tech-comfortable — experienced with order management platforms and multi-channel communication tools.

REQUIREMENTS
- Fluent, idiomatic English — written and verbal (non-negotiable)
- Proven customer service experience, preferably B2B, e-commerce, or custom manufacturing
- High-speed, stable internet connection + quiet, professional workspace
- Available on a fixed US schedule: 8:00 AM – 5:00 PM Pacific Time (8 billable hours/day)
- Comfortable managing email, live chat, and phone simultaneously

- BONUS: Familiarity with graphic design terms (CMYK, bleed, vector, resolution)
- BONUS: Experience representing a premium or luxury brand

WHY THIS ROLE IS DIFFERENT

The technical side of this job is trainable. What we cannot teach is the genuine desire to make someone's experience feel effortless and elevated. We are a premium brand — and every client touchpoint reflects that. We want people who take pride in the work, who thrive when trusted to represent something exceptional, and who understand that a well-handled customer interaction is its own kind of craftsmanship.

HOW TO APPLY
Submit your application with your resume and a brief introduction.

- Bonus points: Tell us about a time you turned a difficult customer situation into a great outcome. We want to hear how you handled it.

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