Operations Support Specialist (Order Management)

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a preowned luxury fashion tech company, that enables brands and retailers to buy & sell used goods through innovation and technology. They have developed a unique Resale as a Service solution utilized by the world’s largest retailers, and are also a global distributor (B2B player) of pre-owned luxury fashion for businesses. They currently have offices and warehouses in Portugal, Estonia, US, China, Japan, and the Philippines. They foster curiosity, by continuously providing our team members with avenues to explore, experiment, innovate and disrupt the current luxury resale model in a nutshell, that is our essence.

About the Role

The Operations Support Specialist will become part of our client's global operations network and their Operations team in Manila. The associate will have a pivotal role inside the Logistics team.

The Operations Support Specialist will be responsible for a set of tasks and coordination activities with the focus to maintain a very high standard in terms of output, quality, and service level for Order Management and Logistics activities.

This colleague will ensure proper review, processing, and documentation of customer orders, enabling a smooth and stable operations flow in their field of responsibilities

Working Hours / Schedule:  9:00 am to 6:00 pm PHT , Monday to Friday.

Work Setup: Remote /  Work from home (occasional face-to-face gatherings and onboarding at the Sheridan office.)

Key responsibilities and expectations include:

• Ownership for troubleshooting: Raising blockers in the order review, processing, and dispatch workflow in a timely manner.
• Problem-solving mindset: A strong "get things done" attitude with an ability to investigate and resolve order discrepancies and delays.
• Autonomous & proactive: Collaborative ways of working with internal teams
• Analytical capability: Aptitude for compiling data, maintaining accurate records, and providing actionable solutions for order management concerns.
• Tools proficiency: Knowledgeable in Google Workspace tools and applications (Sheets, Slides, etc.).
• English proficiency: Easiness to work and communicate in a full English-speaking and multi-cultural environment.

What you’ll do

• Review and finalize customer orders
• Process and invoice orders for dispatch
• Data analysis and maintenance
• Submit SKUs for Authentication
• Uploading COAs
• Intensive communication with other teams
• Work closely with the Sales Team to stay updated on client policies and processes
• Document and report incidents
• Other general administrative tasks

The role reports to Luxclusif’s Order Management Supervisor within the Operations team.

What You Bring

• You studied Business Administration, International Trade, Industrial Engineering, or an Operations/Logistics-related field.
• You bring at least 2 years of work experience in order management, customer service, or logistics operations.
• Experience in order management or customer-facing operations is required; a background or knowledge of the second-hand luxury market is highly advantageous.
• You are structured, organized, and deeply detail-oriented, with strong follow-through when dealing with complex order discrepancies or customer investigations.
• Adaptable, flexible, and collaborative, with a "can-do" attitude; you thrive in fast-paced environments and work confidently and autonomously.
• Proficient in English, both written and spoken, with excellent communication skills necessary for stakeholder and cross-team coordination.

Don't meet every single requirement? At Penbrothers we are committed to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but you don't feel 100% aligned with the qualifications, we encourage you to apply anyway. You may just be the right fit for this or other roles.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.