Order Fulfilment Coordinator

SUMMARY:
The Order Fulfilment Coordinator is responsible for managing the end-to-end process of customer service orders to ensure timely, accurate, and seamless service delivery. This includes administrative support to the sales team, order tracking, system updates, and issue resolution across internal systems and third-party platforms. The role serves as the primary liaison between customers, internal teams, and external partners, ensuring a positive service experience through proactive communication and effective problem-solving.
This is a critical role in a fast-paced, customer-driven environment, where strong service orientation, attention to detail, and multitasking are essential.

Key Responsibilities

• Manage and process technology orders from initiation to completion, adhering to service level agreements (SLAs).
• Update and maintain order records in relevant portals and business systems.
• Proactively identify and resolve errors or issues that could delay fulfilment.
• Handle incoming tasks, tickets, and email queries efficiently.
• Provide support to sales teams and ensure service delivery standards are consistently met.
• Communicate with customers across various channels (email, phone, chat, social media) to provide updates and resolve queries.
• Collaborate with internal departments, vendors, and service providers to streamline order workflows.
• Identify risks in the fulfilment process that could lead to cancellations and take corrective steps.
• Escalate and resolve complex issues in collaboration with team leads and service departments.
• Provide weekly reports and feedback to management on fulfilment metrics and progress.

POSITION INFO:
Requirements

• Minimum 1-year diploma in a relevant field.
• Minimum of 3 years’ experience in a customer-facing role, preferably in order fulfilment, sales support, or telecommunications.
• Fluent in English.
• Familiarity with order processing systems, sales terminology, and industry best practices.

• Highly organized and able to manage multiple priorities under pressure.
• Excellent communication and interpersonal skills, both written and verbal.
• Detail-oriented with a proactive problem-solving approach.
• Strong customer service orientation with a positive, professional attitude.
• Ability to work independently and collaboratively in a fast-paced environment.
• Flexible, adaptable, and resilient when managing shifting priorities and peak periods.
• Committed to continuous improvement and delivering service excellence.