Job Title: Goldstar Processing Support Agent UK Market (Day Shift) Location : Tunis, Tunisia Reporting to: Contact Centre Supervisor Overview of Role: The Order Processing Support Agent is responsible for managing the entire order processing cycle, from order entry stage to releasing orders to production. This role ensures that all orders are accurately entered into the system, verified for correctness, and released to the production team in a timely manner. Ready to join us? Apply now and become part of a team that values creativity, collaboration, and continuous growth.

Primary responsibilities

• Accurately enter customer orders into GOPA (Goldstar Order Processing Application) and upload relevant documentation/files linked to the order.
• Review order details for completeness and correctness, including quantities, pricing, stock availability, art and delivery dates, etc.
• Ensure artwork is processed accurately and in a timely manner before sending to the customer for approval (if required)
• Confirm artwork and order details with customers, addressing any discrepancies or queries promptly.
• Monitor the status of orders throughout the dashboard, ensuring timely updates and communications with the customer.
• Calling the customer by phone may be required if no responses are received via email.
• Address and resolve any order-related issues or delays, escalating to your order processing supervisor as necessary.
• Ensure all information has been checked to a high level of detail before updating correct ship date and releasing to production.
• Ensure all necessary production requirements and production instructions, are complete and clear, to avoid orders being placed on clarify.
• Provide timely and accurate updates to customers regarding order status, changes, or delays. (eg supply eligible/stock issues, clarifies, production problems, etc)
• Proactively communicate with customers to manage expectations and ensure satisfaction.
• Any other tasks that may be required

Growth & Career Opportunities

At Pens.com, we strongly believe in internal development and mobility. Many of our team members grow within the organization through internal opportunities and promotions.

Perks of the Day Shift

• Collaborate in real time with cross-functional and international teams.
• Enjoy a structured schedule aligned with business hours.

Requirements & Qualifications

• Attention to detail strong accuracy, reading, comprehension and listening skills are critical
• Problem solving skills - The ability to think on your feet, the ability to work hard under pressure, and great problem-solving skills are three essential attributes for this role
• Languages - Proficient written and oral (in English) is essential. Strong communicator
• A team player with the ability to build relationships, and work with and through others to achieve Goldstar s goals is essential
• Customer Service Focus - A passion for delivering the highest levels of customer service, a customer is king mentality and the ability to resolve customer issues effectively over the telephone is essential
• A sense of urgency and the ability to work in a fast-paced and challenging work environment is essential
• Excellent organization and time-management skills are also essential
• Computer literate, with good keyboard skills; familiar with different on-line database packages and the Microsoft office Suite of products.
• Experience using the Matrix/GOPA entry app is an advantage.

What we Offer

At Pens.com, we are committed to supporting our employees both professionally and personally by offering:

• Transportation Support: Shuttle service for a stress-free commute
• Health Insurance: Comprehensive medical coverage to support your well-being
• Meal Vouchers: Daily meal support to make your workdays easier.
• Referral Bonus Program: Once an employee, get rewarded for referring talented people to join our team.
• Learning & Development: Access to continuous training, e-learning platforms, and development programs to help you grow your skills and advance your career.

Our Hiring Process

• Application Review
• Phone screening (if your profile matches the role requirements)
• One interview with the Hiring Manager if the screening is successful (45 minutes to 1 hour)
• Final decision

Our values

At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:

• Customers-First: We are committed to delivering exceptional customer experiences, both internally and externally. By understanding and fulfilling customer needs, we create impactful solutions that leave a lasting impression.
• Continuous Improvement: We believe in the power of growth and evolution. Through open communication and a culture of innovation, we continuously strive to enhance our business and adapt to changing landscapes.
• Goal-Oriented: We set clear objectives, remain disciplined in execution, and hold ourselves accountable for achieving measurable goals. Our focus is on driving results and making meaningful progress.
• Integrity: We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.
• People-Centric: We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.

Desired Candidate Profile

• Attention to detail strong accuracy, reading, comprehension and listening skills are critical
• Problem solving skills - The ability to think on your feet, the ability to work hard under pressure, and great problem-solving skills are three essential attributes for this role
• Languages - Proficient written and oral (in English) is essential. Strong communicator
• A team player with the ability to build relationships, and work with and through others to achieve Goldstar s goals is essential
• Customer Service Focus - A passion for delivering the highest levels of customer service, a customer is king mentality and the ability to resolve customer issues effectively over the telephone is essential
• A sense of urgency and the ability to work in a fast-paced and challenging work environment is essential
• Excellent organization and time-management skills are also essential
• Computer literate, with good keyboard skills; familiar with different on-line database packages and the Microsoft office Suite of products.
• Experience using the Matrix/GOPA entry app is an advantage.