Order Follow-Up Coordinator, Zendesk

Greetings! We are looking for a reliable and highly organized coordinator to manage follow-ups for larger customer orders received through Zendesk. Our customer service agents respond to incoming enquiries and provide customers with initial information or quotations. Some larger or higher-value orders require additional follow-up, and we need someone who can take ownership of these opportunities and make sure no important order is overlooked. ## Responsibilities * Review Zendesk tickets for large or high-value orders * Identify enquiries that require additional customer follow-up * Follow up with customers who have not responded to quotations or requests for information * Confirm order details, requirements, deadlines, and delivery expectations * Maintain clear notes and update ticket statuses in Zendesk * Create reminders and manage a structured follow-up schedule * Escalate urgent, complex, or high-value orders to the appropriate team member * Coordinate with internal team members when necessary * Track open opportunities until they are confirmed, declined, or closed * Provide regular updates on pending orders, completed follow-ups, and customer responses ## Requirements The ideal candidate will have: * Excellent written English * Previous experience using Zendesk or a similar customer support platform * Strong organizational and follow-up skills * Experience in customer service, sales support, project coordination, or order management * The ability to manage multiple tickets and deadlines with close attention to detail * A professional, friendly, and persistent communication style * The ability to work independently and take ownership of assigned orders * Reliable internet access and consistent availability Experience handling high-value enquiries, quotations, or customer orders is strongly preferred. ## How to Apply Please include the following in your application: 1. A brief description of your experience with Zendesk or similar ticketing systems 2. Your experience in customer service, sales support, project coordination, or order management 3. An example of how you have managed customer follow-ups or pending sales opportunities 4. Your availability and preferred working hours 5. Your expected hourly rate 6. The word “FOLLOW-UP” at the beginning of your application, so we know you have read the full job description ## Short Screening Task Please write a short follow-up message to a customer who requested a quotation for a large order but has not replied for three business days. We are looking for someone who is dependable, proactive, detail-oriented, and comfortable taking responsibility for ensuring that every important order receives proper follow-up. Best of luck.