Order Confirmation Coordinator

About Amare Group

Amare Group exists to build consumer brands Filipinos can trust—brands that perform consistently, earn credibility over time, and improve everyday life.

About Zenith

Zenith is a brand under the Amare Group portfolio that creates premium, high-performance self-care solutions for busy, mature Filipino men. Our goal is to become the #1 DTC premium men’s self-care brand in the Philippines.

Role Overview

The Order Confirmation Coordinator is responsible for overseeing, guiding, and optimizing the performance of the Order Confirmation Team. This role ensures that all Shopify orders are confirmed accurately and on time, processes are followed consistently, KPIs are met, and reports are submitted correctly.

The Coordinator acts as the first level of accountability, providing daily monitoring, coaching, quality checks, and operational support to ensure high confirmation rates, minimal delays, and strong customer experience.

• Work Location:
  • 1208 Pablo Ocampo St., San Andres Bukid, Manila
• Work Setup:
  • Full Time Employee
  • 6 Month Probationary Period, Regularization after performance review
  • Includes government benefits (SSS / PHIC / HDMF), 13th month pay, paid leave)
• Salary – 26k to 28k per month, 5 working days per week

Key Responsibilities

Team Supervision & Operations

• Oversee daily operations of the Order Confirmation Agents.
• Ensure agents follow the standard confirmation process, call attempts, SMS protocols, and proper order tagging.
• Monitor order flow in Shopify and ensure timely confirmation and proper handoff to fulfillment.
• Ensure same-day delivery requests and courier tagging (e.g., Lalamove) are correctly applied.

Performance Monitoring & KPI Management

• Track individual and team KPIs, including:
  • Order Confirmation Rate
  • Confirmation Delay
  • Call Attempts Compliance
• Identify performance gaps and implement corrective actions.
• Conduct daily checks on trackers, call logs, and tagging accuracy.

Reporting & Documentation

• Consolidate and review End-of-Day (EOD) reports from all agents.
• Submit a Team EOD Summary Report, including:
  • Total confirmation attempts
  • Confirmed, unconfirmed, cancelled, and adjusted orders
  • Common customer objections, concerns, and feedback
  • Upsell performance insights
• Ensure accuracy and completeness of all reports before submission.

Coaching & Quality Assurance

• Provide regular coaching, feedback, and guidance to agents.
• Review call quality, scripts, and customer handling.
• Ensure proper documentation of cancellations, adjustments, and customer feedback.
• Support new hires through onboarding, shadowing, and process reinforcement.

Process Improvement & Coordination

• Identify process inefficiencies and recommend improvements.
• Coordinate with Operations, Fulfillment, and Management teams regarding order issues, escalations, and trends.
• Act as an escalation point for complex customer concerns or repeated order issues.

Qualifications

• Previous experience in order confirmation, customer support, or sales operations.
• At least 1 year of team leadership or supervisory experience preferred.
• Strong understanding of Shopify order workflows.
• Excellent communication, organisation, and time-management skills.
• Detail-oriented with strong accountability and follow-through.
• Comfortable handling performance monitoring and coaching conversations.

Key Performance Indicators (KPIs)

• Team Order Confirmation Rate
• Team Average Confirmation Delay
• Accuracy of order tagging and reporting
• Compliance with call and SMS protocols
• Quality of insights and feedback gathered

Leadership Expectations

• Be proactive, not reactive.
• Maintain ownership of team output and performance.
• Ensure minimal need for managerial follow-ups.
• Lead by example in discipline, accountability, and communication.