Customer Support & Order Specialist

Job title: Customer Support & Order Specialist

Location: Remote

Salary: USD 700 - 1,200 monthly

Employment Type: Contract

Work Arrangement: Remote

Sector: Customer Service & Support

Experience Level: Entry Level (0-2 years)

Application Deadline: October 9, 2026

About the Company

Scale Army Careers is dedicated to providing exceptional support services to U.S.-based clients, operating within a global framework. The company emphasizes a remote-first approach, leveraging talent from diverse regions including LATAM, Africa, and Eastern Europe. They specialize in offering comprehensive customer support and operational assistance, focusing on areas like order processing, e-commerce management, and supply chain coordination.

Scale Army Careers fosters an environment where individuals can develop their expertise in customer service and gain exposure to various business functions. The company values a proactive, customer-centric mindset and encourages continuous learning and process improvement. This is an opportunity to be part of a dynamic team that supports international clients and contributes to the seamless operation of businesses.

Job Description Scale Army Careers is seeking a dedicated Customer Support & Order Specialist to join their global team. This role is ideal for individuals eager to build a career in customer service, offering a comprehensive introduction to order management, e-commerce operations, and supply chain coordination.

As a Customer Support & Order Specialist, you will be the primary point of contact for clients, addressing inquiries via phone, email, and chat. Your responsibilities will include assisting customers with orders, product information, pricing, shipping details, returns, and account-related questions. You will also play a key role in accurately processing transactions and collaborating with internal departments and external carriers to ensure timely and effective support.

This entry-level position emphasizes organization, dependability, and a strong desire to learn. Initially, your focus will be on managing order acknowledgements and shipment updates. As you gain familiarity with the company's systems and processes, your responsibilities will expand to encompass a wider range of customer inquiries and more complex transactions, providing a clear path for professional growth.

Required Skills

• Customer Service
• Order Processing
• Communication
• Attention to Detail
• Problem-Solving
• CRM Software
• E-commerce Platforms
• Shipping Logistics
• Account Management

Key Responsibilities

• Respond to customer inquiries through phone, email, chat, and other communication channels.
• Assist customers with questions related to orders, products, pricing, shipping, freight, returns, warranties, and accounts.
• Provide clear and proactive updates to customers throughout the resolution process.
• Process customer orders and order-related transactions accurately within company systems.
• Support order changes, cancellations, returns, replacements, refunds, claims, and related transactions.
• Begin with order acknowledgements and shipment updates before progressing into more complex customer inquiries and transactions.
• Coordinate shipments and deliveries with carriers, branches, vendors, Supply Chain, and other internal teams.
• Provide customers with updates regarding shipment status and delays.
• Help ensure orders continue moving through the fulfillment process.
• Research customer issues involving orders, deliveries, freight, billing, product availability, and warranty claims.
• Resolve customer issues within the scope of the role.
• Escalate complex situations to senior representatives when appropriate.
• Support e-commerce and inside sales activities.
• Assist with order confirmations, tracking requests, customer follow-up, and fulfillment-related questions.
• Maintain accurate customer records, order documentation, and case notes within company systems.
• Ensure customer interactions and order information are properly documented to support effective communication and issue resolution.
• Collaborate with Sales, Freight, Branches, Operations, Supply Chain, and other internal departments.
• Coordinate across teams to ensure customer requests are resolved accurately and on time.
• Follow established customer service policies, procedures, and quality standards.
• Meet departmental service levels and performance expectations.
• Identify recurring customer issues and communicate trends or process-improvement opportunities to leadership.
• Provide additional cross-functional support as assigned to meet business and customer needs.

Qualifications

• Entry-level role; previous experience is not required.

• Background or genuine interest in customer service, order support, or e-commerce is a plus.

• Experience with HubSpot, Adobe Commerce Cloud, or a similar CRM or e-commerce platform is a plus.

• Experience in a product, distribution, or supply-chain-oriented customer service environment is a plus.

• Familiarity with order management, freight and logistics, or warranty and returns processes is a plus.

• Experience using AI-assisted support or productivity tools is a plus.

• Strong attention to detail and accuracy when processing orders and documenting customer interactions.

• Ability to learn and work across multiple systems.

• Familiarity with HubSpot, Adobe Commerce Cloud, and Google Workspace is a plus.

• Strong organizational skills and the ability to manage multiple requests.

• Dependable follow-through from initial customer inquiry through resolution.

• Proactive, customer-first approach.

• Willingness to learn new processes, systems, and tools.

• About This Role

• The customer support landscape is rapidly evolving, with a growing demand for specialized roles that bridge client relations and operational efficiency. This position is crucial for managing the intricate flow of customer orders and inquiries, directly impacting client satisfaction and business scalability. Key technical keywords include order processing systems, CRM integration, shipping logistics, and customer relationship management. The role's impact on business ROI is significant, as effective order management and prompt issue resolution contribute directly to customer retention and revenue growth, supporting the expansion of a global client base.

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