DRiV
Linkedin · Posted 13d ago
Representative Customer Service / Order Management Specialist (e-commerce)
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Indexed description
Primary Purpose Of Role
- First point of contact with specific portfolio of e-commerce customers across UK & EMEA regions
- Relationship building/daily engagement with key customers/stakeholders
- Proactive trouble shooting/root cause analysis in TecCom (electronic ordering platform) and SAP system to identify underlying issues quickly and efficiently
- Close collaboration and daily networking with Team Leader, Sales Managers and key stakeholders involved in E-business growth and development.
- Promote an exceptional level of Customer Experience, adhering to all required service levels and SLAs.
- Handle all customer inquiries with professionalism and efficiency (via email, phone call or in meetings).
- Provide quality, proactive support to both internal and external stakeholders across the wider business.
- Full ownership of end-to-end order to shipment process for a specific portfolio of customers
- Daily checks & close follow up on customer orders/deliveries – immediately identifying/escalating issues or blocking points
- Deep dive/root cause analysis to identify (often complex) issues in TecCom & SAP, providing clear feedback to direct manager and escalating in a timely manner as required.
- Close collaboration & clear communication with Team Leader and key stakeholders involved in e-business development.
- Daily contact/liaison with DCs and carriers regarding delivery releases, booking slots, communication of system issues etc.
- Daily log-in & adherence to cloud-based, interactive telephony system (Fuze)
- Process customer pricing approval requests (PAR) and action/follow up within appropriate departments as required
- Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team
- Follow up on all customer inquiries, requests and provide reports/feedback in a timely manner
- Update and maintain all customer records in conjunction with Master Data
- Support in processing customer invoicing & resolution of queries as appropriate
- Review and update packing/shipping instructions
- Maximize shipments and improve availability where possible
- Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary)
- Follow-up proactively with material availability and delivery issues, ensuring high level of customer focus
- Interface with credit department and all other cross functional departments
- Meet forecast pressure
- Follow all procedures according to corporate guidelines (in a timely manner)
- Provide documents whenever necessary/as required for audit purposes
- All other ad hoc queries, this job spec is not exhaustive
- Previous experience in a customer service/admin environment (preferably e-commerce/e-business) (essential);
- High level of written and spoken English (essential);
- Trouble shooting/analytical skills (essential);
- Exceptional communication skills (essential);
- Good working knowledge of MS Office (essential);
- ERP knowledge and experience (essential);
- Proactive approach & ability to work independently (essential);
- Genuine passion for Customer Service (essential);
- The ability to be able to liaise confidently with customers and several internal stakeholders (essential);
- Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential);
- Automotive industry experience (advantageous);
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