Company Overview

The organisation recognises that reliable service delivery depends on clear communication, accurate records, and effective coordination between customers and internal teams. Its customer operations function helps ensure that enquiries about orders, service requests, delivery arrangements, account information, and ongoing customer commitments are handled efficiently and professionally.

The team works across customer service, operations, administration, and other relevant departments to maintain visibility over outstanding requests and provide customers with dependable updates. A consistent approach to case handling helps reduce confusion, minimise avoidable delays, and support stronger customer relationships.

The organisation values professionals who are organised, responsive, and capable of managing detailed administrative information while maintaining a helpful customer-facing approach. This position offers an opportunity to contribute to service reliability by combining customer communication with practical coordination and record management.

Role Summary

The Customer Support Specialist — Order Management & Service Coordination will serve as a key contact for customers seeking updates or assistance with orders, service requests, processing timelines, account information, and other operational matters. The role requires strong organisational skills, careful attention to detail, and the ability to coordinate information across multiple internal functions.

The successful candidate will receive and review customer requests, verify available information, check relevant records, communicate progress updates, and coordinate with responsible teams when further action is required. They will help ensure that customers receive consistent information and that outstanding matters are tracked until the appropriate next step has been completed.

The role is suited to someone who enjoys structured work, can manage multiple requests simultaneously, and understands the importance of accurate documentation. The specialist must be comfortable handling routine enquiries while recognising exceptions that require additional review, escalation, or approval.

Key Responsibilities

• Respond to customer enquiries regarding order status, service requests, processing progress, delivery arrangements where applicable, account information, and other operational matters.
• Review available order records, service histories, internal notes, and relevant documentation before communicating updates to customers.
• Verify customer-provided information against established procedures and request clarification when details are incomplete or inconsistent.
• Provide clear explanations of processing stages, expected next steps, relevant requirements, and any confirmed delays affecting customer requests.
• Coordinate with operations, fulfilment, logistics, billing, account management, or other relevant teams to obtain accurate information and progress outstanding cases.
• Track open enquiries and service requests, ensuring that required actions are assigned, followed up, and documented appropriately.
• Maintain regular communication with customers when an issue remains unresolved, avoiding unsupported promises about completion dates or outcomes.
• Identify discrepancies in order information, customer records, service documentation, or internal updates and refer them to the appropriate team for review.
• Process routine customer requests within authorised procedures, ensuring that records are updated accurately and consistently.
• Support customers who need clarification about standard procedures, documentation requirements, service conditions, or the steps needed to progress a request.
• Manage complaints about delays, incorrect information, incomplete requests, or service-related difficulties with professionalism and a focus on practical resolution.
• Escalate urgent, repeated, or potentially high-impact issues according to internal guidelines and communicate the relevant facts clearly to responsible colleagues.
• Maintain complete records of customer interactions, request status, actions taken, responsible teams, outstanding requirements, and final outcomes.
• Monitor assigned queues and workload lists to identify overdue cases, incomplete records, and requests requiring additional follow-up.
• Prepare routine status summaries or operational reports covering outstanding enquiries, recurring issues, processing delays, and common customer concerns.
• Identify opportunities to improve request tracking, communication templates, record accuracy, and coordination between customer support and operational teams.
• Work with colleagues to ensure that customer-facing information remains consistent with approved internal procedures and confirmed operational updates.
• Handle customer and transaction-related information confidentially, following applicable privacy requirements and internal information security policies.
• Maintain organised digital records and use established systems to ensure that other authorised team members can understand the current status of each case.
• Contribute to service reviews and team discussions by sharing observations about avoidable delays, recurring questions, and practical process improvements.

Requirements and Qualifications

• A diploma or degree in Business Administration, Operations Management, Logistics, Customer Service, Supply Chain Management, or a related discipline is desirable.
• Experience in customer support, order processing, service coordination, administrative operations, logistics support, or a similar role.
• Strong administrative skills and the ability to manage detailed records accurately across multiple systems.
• Excellent written and verbal communication skills, with a professional approach to explaining status updates, requirements, and next steps.
• Good organisational skills, including the ability to prioritise requests, track outstanding actions, and meet agreed response deadlines.
• Strong attention to detail when reviewing order information, customer records, processing updates, and supporting documentation.
• Ability to coordinate with several departments while maintaining clear ownership of customer enquiries and follow-up responsibilities.
• Sound problem-solving skills and the ability to identify discrepancies, investigate missing information, and escalate exceptions appropriately.
• Familiarity with CRM platforms, order management systems, ticketing software, spreadsheets, email tools, and digital document-management systems.
• Confidence working with structured procedures, service-level expectations, and documented workflows.
• A customer-focused attitude, with patience and professionalism when handling complaints or explaining operational delays.
• Ability to manage routine work independently while recognising when a request requires additional approval or specialist input.
• Professional English proficiency; Estonian language skills may be advantageous depending on customer communication requirements.
• A commitment to confidentiality, accurate record-keeping, reliable follow-up, and responsible handling of customer information.

Technical Environment

The role may use CRM software, order management platforms, ticketing systems, internal service dashboards, spreadsheets, shared document repositories, email applications, and online collaboration tools. The specialist should be able to move confidently between these systems, compare information from authorised records, and document updates in a consistent format.

Experience with operational reporting or workflow-management tools would be useful. The successful candidate should also be comfortable learning new processes and maintaining dependable communication with colleagues while working remotely.

Benefits

• Remote working arrangement within Estonia, allowing employees to carry out customer operations responsibilities from a suitable remote workspace.
• Full-time, permanent employment with the opportunity to build expertise in customer operations and service coordination.
• Practical experience working across customer service, administration, order management, and operational support.
• Opportunities to strengthen organisational, documentation, issue-resolution, and cross-functional communication skills.
• Exposure to service improvement initiatives and operational processes that influence customer satisfaction.
• A collaborative working environment that values accuracy, dependability, professional communication, and accountability.
• Opportunities for further development in customer operations, order management, service quality, or operational coordination, depending on organisational needs.

Application Instructions

Interested candidates should submit an up-to-date CV and a tailored application through the organisation’s designated application channel. Applications should highlight experience in customer service, order processing, administrative coordination, service request management, or other roles requiring accurate record-keeping and regular customer communication.

Candidates are encouraged to describe how they have managed outstanding requests, coordinated information across departments, resolved discrepancies, or communicated delays to customers. Shortlisted applicants may be invited to complete a practical exercise involving case prioritisation, customer correspondence, record accuracy, or the coordination of an unresolved service request.

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